At a Glance
- Tasks: Lead a global customer support team, ensuring top-notch service and operational excellence.
- Company: Join Wise, a dynamic company focused on transforming customer care into a revenue engine.
- Benefits: Competitive salary, growth opportunities, and a chance to work with a diverse global team.
- Other info: Fast-paced environment with opportunities for continuous improvement and professional development.
- Why this job: Make a real impact by enhancing customer experiences and driving business growth.
- Qualifications: Experience in managing large teams and a strong background in customer service.
The predicted salary is between 80000 - 100000 € per year.
Requirements
- Experience managing 6+ direct reports and leading teams of 50+ globally
- Proven track record scaling teams (ideally from 50 to 70+)
- Leading leaders globally or across multiple regions
- Experience coordinating across multiple regions and time zones
- Ability to act as a single figurehead while accommodating regional nuances across Singapore, Austin, Tallinn, Budapest, and São Paulo
- Expertise managing KPIs including contribution margin, reach rate, and cohort expansion
- Data‑driven decision‑making with strong analytical capabilities
- Track record of driving commercial outcomes through service excellence
- Sales‑through‑service mentality with customer services or customer success background
- Solid understanding of KYC principles and compliance requirements
- Deep industry knowledge and competitive awareness
- Customer‑centric with commercial acumen
- Strategic problem‑solver with exceptional communication skills
- Dynamic adaptability in fast‑paced, shifting environments
- Process‑driven yet agile and flexible to change
- Detail‑focused with ability to see the bigger picture
- Professional approach and growth mindset are critical
- Data‑Driven: Comfort with data analysis is essential
What the job involves
We're looking for an exceptional leader to drive world‑class customer care for Wise's highest‑value customers. In this role, you'll establish and lead a global support structure that delivers extreme operational excellence, ensuring consistent SLA adherence across all regions while meeting regulatory requirements. Success means balancing customer resolution, speed, retention, revenue growth, and product adoption—all while keeping the customer at the heart of every decision.
- Transform service into a revenue engine through insight‑led upsells
- Use data analytics to shift from reactive support to proactive growth
- Build consultative partnerships that drive retention and expansion
- Design multi‑tiered engagement models optimising cost‑to‑serve
- Develop 12‑month operational strategy aligned with long‑term goals
- Deploy strategic plans and manage stakeholder expectations
- Establish global support delivery across all Wise regions
- Create scalable, affordable models supporting pricing strategy
- Enhance productivity, quality, and first contact resolution
- Use customer insights and root cause analytics for improvements
- Manage resource utilisation and workforce planning
- Drive continuous improvement and change management
- Lead cross‑functional stakeholder conversations
- Provide effective coaching through regular 1‑1s
- Grow and develop globally distributed teams
- Set actionable goals enabling team growth
- Ensure operational continuity during your absence
- Partner with Scaling Service, WFM, Vendor Management, and Product teams
- Work cross‑functionally with KYC, FinCrime, PayOps, and others
- Align resources with business objectives and service levels
- Collaborate on staffing, recruiting, and retention strategy
- Develop hiring and talent management best practices
- Ensure compliance with local employment laws
- Maintain required headcount through effective planning
Global Coordination: Act as the central point of contact across 5 regional hubs
Global Customer Support Lead (Account Specialists) in London employer: Deepstreamtech
Wise is an exceptional employer that prioritises a dynamic and inclusive work culture, fostering growth and development for its employees. With a focus on operational excellence and customer-centric strategies, team members are empowered to drive meaningful change while enjoying the benefits of a global network across vibrant locations like Singapore, Austin, Tallinn, Budapest, and São Paulo. The company offers robust career advancement opportunities, a supportive environment for innovation, and a commitment to employee well-being, making it an ideal place for those seeking a rewarding and impactful career in customer support leadership.
StudySmarter Expert Advice🤫
We think this is how you could land Global Customer Support Lead (Account Specialists) in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Wise through LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to leadership and customer support. We recommend using the STAR method to structure your answers—this will help you showcase your experience effectively.
✨Tip Number 3
Showcase your data-driven mindset! Be ready to discuss how you've used analytics in past roles to drive results. Bring examples of KPIs you've managed and how they contributed to team success.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Wise.
We think you need these skills to ace Global Customer Support Lead (Account Specialists) in London
Some tips for your application 🫡
Show Off Your Leadership Skills:Make sure to highlight your experience managing teams, especially if you've led 6+ direct reports or scaled teams globally. We want to see how you've driven success in diverse environments, so share specific examples that showcase your leadership style and achievements.
Be Data-Driven:Since this role requires a strong analytical mindset, don’t shy away from discussing your comfort with data analysis. Share instances where you've used data to make decisions or drive commercial outcomes, as this will resonate well with us at StudySmarter.
Customer-Centric Approach:We’re all about putting the customer first, so make sure your application reflects a sales-through-service mentality. Talk about how you've transformed service into a revenue engine and any strategies you've implemented to enhance customer satisfaction and retention.
Tailor Your Application:Take the time to customise your application for this role. Use the job description as a guide to align your skills and experiences with what we’re looking for. And remember, applying through our website is the best way to get your foot in the door!
How to prepare for a job interview at Deepstreamtech
✨Showcase Your Leadership Experience
Make sure to highlight your experience managing teams of 50+ and leading leaders across multiple regions. Prepare specific examples of how you've scaled teams and coordinated efforts in different time zones, as this will demonstrate your ability to handle the global aspect of the role.
✨Demonstrate Data-Driven Decision Making
Be ready to discuss your analytical capabilities and how you've used data to drive commercial outcomes. Bring examples of KPIs you've managed, like contribution margin and cohort expansion, to show that you can make informed decisions that align with business objectives.
✨Emphasise Customer-Centric Strategies
Talk about your approach to transforming service into a revenue engine. Share insights on how you've built consultative partnerships that enhance customer retention and product adoption, keeping the customer at the heart of every decision.
✨Prepare for Cross-Functional Collaboration
Since this role involves working with various teams, be prepared to discuss your experience in cross-functional stakeholder conversations. Highlight how you've effectively managed expectations and collaborated with teams like KYC, FinCrime, and Product to achieve operational excellence.
