Customer Support Senior Team Lead

About the role

Wise is seeking a Customer Support Senior Team Lead to lead its India support team. The role focuses on building strong customer‑first processes, driving performance through KPI management, and acting as a bridge between customers and product teams.

Key responsibilities

• Continuously re‑evaluate and adjust team KPIs to reflect current goals.
• Hold weekly meetings with Team Leads to provide feedback and improve performance.
• Maintain and enhance cross‑office and cross‑team relationships and processes.
• Support the team with operational tasks and ensure up‑to‑date knowledge.
• Coordinate with the Customer Support Training coordinator to deliver appropriate training.
• Report team progress and KPI analysis to other departments on a regular basis.
• Represent the team during audits and manage the travel & entertainment budget.
• Oversee team development, performance, and efficiency.
• Participate actively in hiring new team members.

Required profile

• Based in Wise’s India office.
• Minimum 2 years of leadership experience in an external customer‑support organisation.
• Experience working with business customers or consumers.
• Passion for customer experience, technology and people leadership.
• Ability to multitask, delegate and manage cross‑team projects.
• Strong analytical mindset – comfortable working with numbers, forecasting and process improvement.
• Proven ownership beyond daily duties and strong teamwork.
• Excellent cross‑team communication and listening skills.
• Good product knowledge.

Required skills