Continuous Improvement Lead - Customer Support

The CS CI Lead is responsible for optimizing the company's Customer Support operations to deliver exceptional value to customers and drive sustainable and scalable growth. They lead a team of CI Specialists to achieve process excellence by identifying and removing waste from Customer Support processes. The CI Lead plays a crucial role in driving continuous improvement initiatives and ensuring the team's focus on key performance indicators. They also provide leadership and coordination to achieve strategic objectives and maintain effective cross-functional collaborations.

• Lead and manage a team of 3-4 CI Specialists, providing guidance, coaching, and support to drive their professional growth and achieve team objectives.
• Support the Senior CI Lead in defining the strategic roadmap for continuous improvement initiatives and prioritize projects based on impact and alignment with business goals.
• Collaborate with cross-functional teams to identify operational inefficiencies and design and implement process improvement projects.
• Own the end-to-end process improvement projects, from ideation to implementation, ensuring timely delivery and successful outcomes.
• Develop and maintain roadmaps, milestones, and project plans, anticipating and managing risks and resolving technical and operational challenges.
• Establish and maintain processes, communication forums, reporting formats, and tools to facilitate efficient and scalable operations.
• Conduct standups, workshops, and workgroup meetings to drive collaboration, identify action items, and address any blockers that may arise during program or project execution.
• Streamline workflows and project management tools to enhance operational efficiency.
• Act as a trusted and reliable partner to stakeholders, fostering strong relationships, understanding their needs, and providing proactive support and guidance.
• Communicate project status, progress, and key insights to stakeholders, managing their expectations effectively.
• Apply Six Sigma LEAN methodology, promoting a culture of continuous improvement and providing guidance on process optimization.
• Continuously monitor and analyze KPIs to identify trends, areas for improvement, and opportunities to enhance performance.

• Bachelor's degree in Engineering, Computer Science, other technical or analytical fields, or equivalent practical experience.
• 4+ years of experience working in program/project management, operations, or a similar cross-functional role in the technology or financial sector.
• Proven leadership skills with the ability to lead and inspire a team of professionals.
• Strong organisational skills, attention to detail, and a results-driven mindset.
• Experience working with and coordinating operations of interdisciplinary working groups.
• Self-starter with the ability to understand the details of complex, cross-functional projects and translate them into actionable project plans.
• Excellent communication and stakeholder management skills, both written and verbal.
• Comfortable working with complex datasets in a Customer support environment, demonstrating high attention to detail.
• Ability to simplify operational and informational complexity and effectively communicate with diverse stakeholders.
• Knowledge of SQL, Excel, Looker (Preferred Qualifications)

• Company Restricted Stock Units
• Numerous great benefits in our Tallinn office
• Flexible working - working from home, school plays, or life admin
• Paid annual holiday, sick days, parental leave, and other leave opportunities
• 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave