Customer Support Regional Lead - Americas

Company Description

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.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

Your mission is to lead our Consumer support team. As the Regional Lead of CS Operations for the Americas, you’ll report directly to the Head of Consumer Customer Support and lead our regional consumer teams, while cooperating with our outsourcing teams, as well as the various CS support functions like Training, WFM, QA, and more.

You’ll also join the senior leadership team in the US and work to build an exceptional work environment in the Americas offices. You'll lead a team that supports any of our global customer base that needs help from our Americas based teams while also working closely with our product teams to ensure that the customers in our Americas markets receive world class support. Are you ready?

Here’s how you’ll be contributing to the team:

• You'll partner directly with the teams building key elements of the Americas customer experience as they cover topics such as help content creation, self-serve support, channels offered, support tooling, workflow management, related ops processes, operational reporting, AI automation. You'll ensure that the solutions built are viable for US and/or LatAm customers and are operationalized within our CS teams. 

• You’ll be meaningfully moving metrics including case resolution time, % first time resolution, cSAT/Customer Effort Score and our CS cost per transfer.

• You will be working to plan expanded support in new markets or products as we evolve and diversify our offering across the region.

• You will work with our Support leadership and product counterparts to build a scalable model that aligns the product approach with considerations of location and language strategy, talent planning, hiring capacity, outsourcing opportunities, specialization and cost modeling while ensuring an impactful product quality feedback loop.

• You’ll be a part of our Support leadership team and the direct lead for our Americas service team based in the US and Brazil, representing your region globally and creating a strong culture, developing world class team and leading local hiring.

This role will give you the opportunity to focus on the following areas:
Operations

• Ensure that the region provides good customer experience and meet our KPIs

• Lead regional planning process Identifies opportunities for region performance improvement and ensure actionable and impactful plans via planning process

• Ensure region has access to needed resources from supporting teams

• Validating forecast data, setting headcount targets

• Review and set strategic goals for their group.

People management

• Support CS Senior Team Lead and CS Area Lead engagement and motivation

• Ensure the Senior leads/area lead equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks

• Lead interviews with Senior Leads/Area Leads and makes hiring decisions, communicate job expectations during hiring process

• Provide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for senior leads/area leads, approve compensation changes for senior leads/area leads

• Support senior leads/area leads in setting actionable goals that enable their growth in Wise

• Set/Review job descriptions for roles within the region.

Relationship management

• Ensuring the collaboration between the region and the various stakeholders (Workforce Management and Scheduling Team, Global Service Delivery Team, Vendor Management Team, Product Team) and the Support Squad (Global CS) including the other regions

• Represents the region within the Support Squad

• Align all parties that affect the customer within the assigned region.

Budgeting

• Responsible for Regional Cost Centre Budgets.

Audit/Regulatory compliance

• Representing the team at Audits if needed.

Additional Information

💸 117,000.00 - 150,750.00 USD Annual

🚀 RSU’s in a rapidly growing company

💻 Flexible working model – During the first six months, you’ll be in office most days of the week to become fully immersed in Wise’s culture and ways of working. After the initial period, you’ll be in office at least 3 days per week.

✈️ Wisers can work remotely for 90 days a year. By ‘remote’ we don’t just mean from home, but from wherever in the world you choose to

💪 An annual self-development budget

🩺 Medical, dental, & vision insurance – including HSA and FSA options

💝 Company-paid: Life Insurance, Short & Long-Term Disability, and an EAP program

☀️ 25 days PTO, 15 sick days, 11 bank holidays, 5 compassionate leave days, 3 paid “Me” days and a paid volunteer day, annually

🏝️ A paid 6-week sabbatical leave after four years

👶🏼 18-weeks of paid parental leave, after a year with us

💰 401k with up to a 4% employer match

🏆 BuiltIn Award winner for Best Places to Work and Best Large Places to Work

Click HERE for more info on our benefits (Austin, NYC, Tampa)

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.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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