At a Glance
- Tasks: Lead global customer care and drive operational excellence for Wise's top customers.
- Company: Join Wise, a global tech company revolutionising money management.
- Benefits: Competitive salary, flexible work, and opportunities for professional growth.
- Other info: Embrace diversity and inclusivity in a truly international team.
- Why this job: Make a real impact in a dynamic environment while leading diverse teams.
- Qualifications: Experience managing large teams and driving commercial outcomes.
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.
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.
Key Responsibilities- Commercial Excellence
- 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
- Strategic Planning
- 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
- Operations
- 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
- People Leadership
- 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
- Collaboration
- 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
- Capacity Management
- 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
- 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
What To Expect
- Travel: Regular travel, potentially for extended periods
- Flexibility: Adaptability to different time zones (APAC, EMEA, Americas)
- Data-Driven: Comfort with data analysis is essential
- Global Coordination: Act as the central point of contact across 5 regional hubs
For everyone, everywhere. We’re people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
Global CS Lead - Account Specialists in London employer: hackajob
Wise is an exceptional employer that champions a diverse and inclusive work culture, empowering employees to contribute meaningfully to our mission of revolutionising global money management. With a strong focus on professional growth, we offer extensive opportunities for career advancement and the chance to lead innovative projects across multiple regions. Our commitment to operational excellence and customer-centric values ensures that every team member plays a vital role in shaping the future of finance while enjoying a flexible and supportive work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Global CS 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 us insider info on the company culture and what they really value in candidates.
✨Tip Number 2
Prepare for the interview by diving deep into Wise's mission and values. We want to show that we’re not just a fit for the role, but also for the company’s ethos. Tailor our answers to reflect how we align with their goals.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. This helps us articulate our experience and skills confidently, especially when discussing our leadership style and customer-centric approach.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email reiterating our enthusiasm for the role can keep us top of mind. Plus, it shows we’re genuinely interested in joining the Wise team.
We think you need these skills to ace Global CS Lead - Account Specialists in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Global CS Lead role. Highlight your experience in managing teams and driving customer success, as this will show us you understand what 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 developed talent and driven operational excellence. This will help us envision you in a leadership role at Wise.
Be Data-Driven:Since data analysis is key for this position, include any relevant metrics or KPIs you've managed in previous roles. This will demonstrate your analytical capabilities and how you can contribute to our mission.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can't wait to hear from you!
How to prepare for a job interview at hackajob
✨Know Your Numbers
For a role like Global CS Lead, it's crucial to be familiar with key performance indicators (KPIs) relevant to customer success. Brush up on metrics like contribution margin and cohort expansion, and be ready to discuss how you've used data analytics to drive commercial outcomes in your previous roles.
✨Showcase Your Leadership Style
This position requires managing large teams across multiple regions. Be prepared to share specific examples of how you've led diverse teams, provided effective coaching, and fostered a culture of growth. Highlight your experience in scaling teams and how you’ve adapted your leadership style to different cultural contexts.
✨Demonstrate Customer-Centric Thinking
Wise is all about putting the customer first. Think of examples where you've transformed service into a revenue engine or built consultative partnerships that drove retention. Show how your customer-centric approach has led to successful outcomes in past roles.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and adaptability. Prepare by thinking through potential challenges you might encounter in this role, such as balancing operational excellence with customer satisfaction, and how you would address them.
