• Location
    • Tallinn
  • Date Posted
  • Dec. 8, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Fintech

We’re looking for a Business Customer Support Team Lead to join our growing team in Tallinn, Estonia. This role is a unique opportunity to have an impact on Wise’s mission to scale our rapidly growing Customer Support operations to help millions more potential customers save money by using our services.

Your mission:

Your mission is to provide leadership to the Customer Support Team establishing and maintaining Quality Assurance, Quality Control and other processes required for an exceptional level of customer support. The team is the primary point of contact for the Wise customers and forms a large part of the company’s profile. As such, all enquiries need to be acted upon with efficiency and professionalism.

It is the CSTL’s primary duty to ensure that expectations are clearly set and that members of the team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.

  • Here’s how you’ll be contributing to the Business Customer Support team
  • Ensure that customer service is maintained by:
  • Liaising with the relevant departments to ensure that customer objectives are being met
  • Ensuring a high level of product knowledge of team members as evidenced through turnaround time of issues and ability to resolve issues independently
  • Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
  • Ensuring that regular audits of communications are performed and that appropriate training is provided to personnel in this area
  • Assigning and monitoring tickets and implementing action plans and escalation procedures to address problematic areas
  • Developing and maintaining customer satisfaction measurement metrics
  • Defining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA’s
  • Seeking feedback and following up information from customers
  • Communicate the customers’ perception of value and quality to the business and identifying:
  • Any bugs in the product that result in issues for the customers
  • Any improvements that could be made to the product itself – its features or functionality – to bring it more in line with what the customer defines as quality or value
  • Any improvements to the product’s inbuilt support functionality that could reduce customer frustration / the need to make a support call
  • Participate directly in the product design process, to identify gaps between customer expectations and product design as early as possible
  • The CSTL is primarily responsible for the implementation and maintenance within the Wise.
  • The CSTL will be the customer advocate, ensuring that all requests (be they internal or external) are followed up in a timely fashion, while performing Quality Assurance and Quality Control on customer service requests ongoing.

About you:

  • You have had experience leading Customer Support or customer-facing Operations teams
  • You have a passion for customer experience, technology, leading people and teams
  • You have ability to multi-task and take charge in challenging situations as well as ability to manage, delegate and oversee cross-team projects
  • You’re focused on the outcome for the customers, the team and the company
  • You’re passionate and have the desire to become a great people manager
  • You have a passion for customer service and a willingness to stand up for the Customer within the organization
  • PS! If you’re interested in the position, please apply by submitting your CV and cover letter in English, and answering the application questions.
  • We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.
  • Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.
  • And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.