At a Glance
- Tasks: Lead global customer care and drive operational excellence for Wise's top customers.
- Company: Wise, a global tech company revolutionising money management.
- Benefits: Competitive salary, diverse team, and opportunities for professional growth.
- Other info: Join a diverse, inclusive team with global reach and exciting career prospects.
- Why this job: Make a real impact in a mission-driven company focused on financial ease for everyone.
- Qualifications: Proven leadership experience and strong analytical skills required.
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. Min fees. Max ease. Full speed. 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 Required
- Leadership Scale: 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
- Geographical & Operational
- 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 Sao Paulo
- Metric & Performance Management
- 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
- Industry Background
- 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
- Mindset & Approach
- 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
- 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 employer: Limelight Health
Wise is an exceptional employer that champions a diverse and inclusive work culture, empowering employees to contribute meaningfully to our mission of transforming global money management. With a strong focus on professional growth, we offer extensive leadership opportunities and a collaborative environment where innovative ideas thrive. Located in vibrant hubs across the globe, our team enjoys flexibility, competitive benefits, and the chance to make a real impact in the financial technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Global CS Lead - Account Specialists
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Limelight Health. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Limelight Health before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Global CS Lead - Account Specialists
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Limelight Health:Your cover letter is your chance to shine! Tell us why you want to work at Limelight Health specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Limelight Health!
How to prepare for a job interview at Limelight Health
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
