Customer Support Senior Manager

About the position

A Customer Support Senior Manager, in collaboration with Wise Support Functions, implements policies and procedures that continuously improve the utilization, quality and cost efficiency of the assigned group of CS teams. Manages resource allocation decision-making and planning for a given group of Customer Support Senior Team Leads. Aligns group of CS teams operations activities and initiatives to support and enhances the objectives of the wider CS Organization. Ensures adherence to Regional, Global CS and Wise operational standards. Creates operational strategies and specific objectives for the sub-functions and runs local budgets/policies/procedures to support the operational infrastructure. Approves and participates in developing Wise culture, process and performance improvements for the assigned teams.

Responsibilities

• Assists in planning sessions and cascades the initiatives and targets from to the assigned group of teams.
• Sets OKRs for the assigned group of teams and establishes control mechanisms to track success.
• Lead and develop a team of senior operational leaders to enhance performance by setting clear accountable performance measures.
• Use Customer Insight and Root Cause Analytics to identify potential improvements in a defined area, specified by Head of Consumer CS.
• Define, negotiate and agree the effective utilization of resources in line with service specifications.
• Collaborates with CS Operations leadership to understand the organization's goals and strategy related to staffing, recruiting, and retention.
• Monitors and ensures the organization's compliance with local employment laws and regulations.
• Provides effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for Senior Leads.

Requirements

• Experience managing managers and indirect reports in various different timezones/countries.
• Fluent in both English (verbal and written).
• Tactical and data driven with exceptional analytical skills.
• Experience in establishing and tracking metrics.
• Passionate about leading people, building teams, and making a difference.
• Experience working internationally, cross-team, or cross-geo.
• Strategic thinking and ability to translate strategy into operational plans.
• Experience of working with operational teams, ideally in Fintech.

Benefits

• RSU’s in a rapidly growing company.
• Flexible working model – in office most days of the week for the first six months.
• Remote work for 90 days a year.
• 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.