At a Glance
- Tasks: Lead a global team to enhance customer support and drive commercial growth.
- Company: Join Wise, a tech company revolutionising how money moves globally.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional development.
- Other info: Dynamic role with global travel opportunities and a focus on diversity and inclusion.
- Why this job: Make a real impact by transforming customer support into a strategic advantage.
- Qualifications: Proven leadership in customer success and a blend of commercial and technical skills.
The predicted salary is between 80000 - 100000 € per year.
Wise is a global technology company, building the best way to move and manage the world’s money. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
The Head of Specialised Support is a high-impact senior leadership role responsible for the operational excellence, technical stability, and commercial growth of Wise’s most critical customer segments: Enterprise Banking Partners and High-Value Business Customers. This role leads a global, three-pronged organisation – comprising Account servicing, Enterprise Support, and Technical Integration Success – to deliver a seamless, world-class experience for some of Wise’s biggest clients.
The successful candidate will transition the department from reactive troubleshooting to a proactive, data-driven engine, implementing professional Workforce Management (WFM) tools, industry-leading resolution times and sub-15-minute incident response protocols. Balancing “sales-through-service” commercial acumen with deep technical rigour, this leader ensures that our most complex global partnerships are supported by a scalable, resilient, and compliant operational framework.
This is not a traditional support role; it is a hybrid of commercial strategy, technical engineering, and operational logistics. You will be responsible for providing our customers with the highest quality of dedicated support, while unlocking growth via product upsell and customised solutions. You will ensure that Wise’s support infrastructure is a competitive, value-adding advantage for our customers rather than a cost centre for the business.
You must be as comfortable discussing complex issues from a technical support perspective as you are discussing revenue retention with the Executive team.
The Three Pillars of Specialised Support- Account Specialisation: High-touch, “sales-through-service” experts focused on relationship health, retention, and revenue expansion for our most valuable individual and business users.
- Enterprise Support: Dedicated operational experts ensuring consistent SLA adherence, regulatory compliance, and seamless onboarding for our large-scale Enterprise partners.
- Integration Success (IS): The technical support engine of the department, focused on integration health, proactive monitoring and alerting for technical issues, and rapid incident resolution for complex API and platform connections.
- Account Specialisation & Commercial Acumen
- Value-Led Revenue Growth: Transform the specialist team into a commercial engine by coaching “insight-led” upsells and proactive expansion.
- Service Architecture: Design multi-tiered engagement models (High-Touch to Tech-Touch) that optimise the cost-to-serve while triggering customer growth milestones.
- Segment Ownership: Align best-practice sharing and capacity leverage across the global team to ensure Wise’s highest-value customers are managed with consistency.
- Commercial Mindset: Move the team beyond troubleshooting to high-stakes value communication, making the Wise product indispensable to the customer’s daily operations.
- Enterprise Support Operations
- Industry-leading Operational Excellence: Drive KPIs including First Contact Resolution (FCR), Quality, Speed of Reaction, and SLA adherence across globally distributed teams.
- Regulatory Governance: Ensure appropriate structures are in place for any regulatory requirements dictated by the partner’s market, ensuring adherence before “go-live.”
- 12-Month Strategic Planning: Develop a collaborative resource strategy aligned with Enterprise long-term goals and forecasts, pulling resources into line and managing expectations along the journey.
- Financial Stewardship: Deeply understand the cost-to-serve and cost-to-scale. You will establish the cost basis necessary to support the broader Enterprise pricing strategy.
- Resource allocation: Build the hiring and headcount plans for the team, aligned with sales and delivery targets, enabling the team to maintain SLAs in line with growth of the partner portfolio.
- Integration Success & Technical Excellence
- Incident Management Mastery: Evolve incident management processes from manual environments (Slack) to unified tools (Zendesk) to consistently achieve a strict first response SLA.
- Proactive Monitoring & Alerting: Set up and oversee dashboards that enable the team to proactively identify incidents (unplanned downtime, traffic drops, error rates) before they impact the partner.
- Incident Handling & Runbooks: Define clear SOPs and partner incident runbooks for the team to follow when handling incidents; these should enable the team to assess the impact of incidents on partners, tag relevant internal teams to support find a solution, put together post-mortems and follow up on actions to be completed.
- Tooling & Data Granularity: Unify fragmented workflows (Zendesk, Service Desk, Slack) and utilise data insights to manage future demand through deflection, documentation, and training.
- Leadership & Relationship Management
- Global People Leadership: Coach and lead a globally based team of Team Leaders and Specialists across APAC, EMEA, and AMERS.
- Stakeholder Alignment: Operate independently while knowing when to cut across Operations, Product, WFM, Engineering, and QA to influence and align with stakeholders.
- Advanced Capacity Management: Collaborate with CS Operations to implement professional Workforce Management (WFM) methodologies, moving away from manual scheduling to ensure consistent delivery.
- Resilience: Maintain the emotional and operational resilience to return to the ‘drawing board’ repeatedly in the pursuit of delivery excellence.
- Influence: Negotiate and influence internal and external stakeholders, knowing how to build and manage relationships with senior leaders across Wise and Enterprise Partners.
- Proven Leadership: Experience leading leaders on a global scale within Customer Success, Technical Support, Account Management.
- Three-Pronged Expertise: A rare blend of commercial mindset (sales-through-service), operational rigour (SLA/WFM), and technical aptitude (Incident management/APIs).
- Data Fluency: Deeply comfortable with data; using CRM health signals and technical metrics to guide a team under pressure is second nature.
- Communication: Outstanding skills to explain complex technical or commercial concepts to both customers and internal leadership.
- Global Mobility: Prepared to travel for extended periods and adapt to global time zones to support a 24/7 operation.
We believe teams are strongest when they are diverse, equitable and inclusive. We celebrate our differences.
Head of Specialised Support employer: hackajob
Wise is an exceptional employer that fosters a dynamic and inclusive work culture, empowering employees to drive innovation in the financial technology sector. With a strong focus on professional growth, Wise offers extensive training and development opportunities, ensuring that team members can thrive in their careers while contributing to meaningful projects that simplify global money management. Located in a vibrant environment, employees benefit from a collaborative atmosphere that values diversity and encourages creative problem-solving, making it an ideal place for those seeking impactful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Specialised Support
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand Wise’s mission and values, and think about how your experience aligns with their goals. This will help you stand out and show that you’re genuinely interested in being part of the team.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills can contribute to the role of Head of Specialised Support. Focus on your leadership experience and how you can drive operational excellence and commercial growth at Wise.
✨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 serious about joining Wise and being part of our mission to make money management easier for everyone.
We think you need these skills to ace Head of Specialised Support
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Specialised Support role. Highlight your experience in customer success, technical support, and operational excellence, as these are key areas we’re looking for.
Showcase Your Leadership Skills:We want to see how you've led teams in the past. Share specific examples of how you’ve driven performance and fostered a culture of excellence. This will help us understand your leadership style and how it aligns with our mission.
Demonstrate Data Fluency:Since this role involves a lot of data-driven decision-making, be sure to mention any experience you have with data analysis or using metrics to guide your team. We love candidates who can turn numbers into actionable insights!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at hackajob
✨Know Your Stuff
Make sure you understand Wise's mission and the specifics of the Head of Specialised Support role. Brush up on your knowledge of operational excellence, technical stability, and commercial growth strategies. Be ready to discuss how you can transition a reactive support team into a proactive, data-driven powerhouse.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading global teams and managing complex customer relationships. Think about times when you've successfully balanced commercial strategy with technical support, and be ready to share these stories during the interview.
✨Data is Your Best Friend
Since this role requires a strong data fluency, come prepared to discuss how you've used data to drive decisions in previous roles. Be ready to explain how you would implement KPIs like First Contact Resolution and SLA adherence to enhance operational excellence at Wise.
✨Communicate Clearly
Practice explaining complex technical concepts in simple terms. You’ll need to demonstrate your ability to communicate effectively with both customers and internal stakeholders. Consider preparing a few scenarios where you’ve had to break down intricate issues for different audiences.
