Customer Support Area Lead

Wise•Austin, TX

6d•$110,000 - $141,000•Hybrid

About The Position

The Customer Support Area Lead is responsible for overseeing multiple Customer Support Senior Team Leads within certain functional areas, which might be a site, group of sites or specific operational domain/area, driving strategic direction and operational excellence. In this role you are the full owner of your space in every aspect and are responsible for defining and executing on your area’s strategic objectives and focus on building high performing teams that consistently achieve our operational targets and quality standards. You will lead various cross-team initiatives to streamline processes and enhance operational efficiency. You will need to act as a Wise culture ambassador and clearly articulate complex challenges and inspire your team to be successful.

Requirements

Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts.
A minimum of 2+ years of experience in customer support organisation.
At least 4+ years of leading large teams.
Advanced understanding of the regulatory framework surrounding Customer Support.
Able to use and translate analytics to manage their operational area.
You are punctual, independent, proactive and willing to get things done.
You have excellent communication and interpersonal skills, strong organisational skills, great time management, and ability to work in a fast paced and high pressure environment.
Ability to multi-task and take responsibility in challenging situations;
You are capable of identifying gaps in policies and processes and providing detailed feedback, including examples when possible, through the established communication channels.
Proven track record of taking individual ownership and responsibilities as well as being a great team-player
Ability to independently analyze and move the team’s metrics without external support

Nice To Haves

Bachelor’s degree in Finance, Business Administration, or related field.
Experience in using Business Intelligence tools such as Looker, Superset, Redash or Microtab.

Responsibilities

Lead by example and drive a customer focused mindset across your team as well as the wider organisation. Promote a culture of ownership and accountability. Enable your teams to become high-performing through coaching, continuous development, and succession plans for senior leads.
Coach and develop a strong team of Customer Support Senior Team Leads. Come up with initiatives to help your team to grow their skills, behaviours, and competencies. Design and manage development plans on identified opportunities. Conducts career map check-ins and makes recommendations for promotions, salary raises, and other decisions.
Be accountable for your Area operations. Identify and propose opportunities for process improvements, policies, and team structures. Collaborate with central functions and other operational teams as needed to increase automation and operational efficiency. Monitor global area resource allocation and refine standard operating procedures to scale our operations.
Be fully responsible for performance of the assigned Area. Drive the initiatives and KPIs of your area with the organisation’s strategic vision. Ensure that your senior team leads have appropriate plans in place to meet performance and quality targets. Create comprehensive plans for developing future leaders. Provide regular coaching and work with your direct reports to inspire them and improve their leadership skills. Be an advocate for the company values, our long term strategic goals and promote them across the Customer support organization.
Be a subject matter expert in your area and stay up to date with changes in global and regional regulatory requirements. Maintain a comprehensive understanding of our regulatory obligations, internal policies, and applying a risk-based approach to deterring and preventing money laundering and financial crime. Take effective actions during audits and assist the compliance team with evolving our internal policies and standard operating procedures.
Ensure operational area plans are set in place and provide insights to other stakeholders. Take full accountability in delivering your own initiatives and making sure your area is making progress on their goals. There is a clear strategy within your domain that is connected with the wider organisational key objectives.
Lead and oversee complex, cross-team initiatives that involve multiple stakeholders. Set strategic priorities, allocate resources effectively, and ensure that key initiatives are delivered on time. You are able to communicate complex topics in an easy to understand and engaging way. Be an ambassador of Wise Culture and passionate advocate for Customer Success.