Wise Platform Enterprise Team Lead

Wise•Austin, TX

10d•Hybrid

About The Position

The role of a Wise Platform Enterprise Support Team Lead is a blend of team management, strategic oversight, and hands-on operational support, all focused on ensuring Wise's business-to-business partners have a seamless experience. This is a crucial position that sits at the intersection of leadership and customer service, with a strong emphasis on data-driven decision-making and continuous improvement. As a Team Lead, your primary responsibility is to lead and nurture a team of up to 10 Enterprise Support Specialists. This isn't just about managing tasks; it's about fostering a high-performing and motivated team.

Requirements

At least 1 year of leading small to medium sized teams.
Expertise in working with partner data.
Ability to dive into data, understand what it's telling you, and turn that information into actionable insights.
Skilled at defining project goals, creating timelines, allocating resources, and ensuring projects are completed on time and to a high standard.
Strong ability to diagnose complex technical and operational problems, develop creative and effective solutions, and guide your team through difficult situations.
Excellent communication skills, able to articulate complex concepts and data-driven insights to a wide range of audiences, both internal and external.
Mastery of stakeholder management.
Ability to keep up with constant change, adapt processes as needed, and remain patient and flexible in the face of new challenges.
Eligible to work in the US.

Responsibilities

Lead and nurture a team of up to 10 Enterprise Support Specialists.
Set clear performance and quality targets (KPIs) and hold the team accountable.
Track individual progress, identify skill gaps, and provide training.
Hire and onboard new team members.
Conduct regular one-on-one meetings and performance reviews.
Ensure the team is effectively managing the flow of inquiries and complaints, ensuring that service level agreements (SLAs) are met.
Manage work schedules, particularly for a team that provides global coverage, and ensure there's a fair balance of on-call duties if applicable.
Act as the account owner of the long-tail accounts for the Wise Platform.
Collect and analyze partner feedback through satisfaction surveys and other channels.
Present insights on pain points, common issues, and opportunities for improvement to the wider Wise Platform team (Customer Success, Account Management, and Servicing teams).
Influence product and process changes that enhance the partner experience and reduce the need for future support.
Work cross-functionally with other Wise teams to ensure feedback and data are used to inform business decisions and product roadmaps.
Act as a strong advocate for partners, using data to articulate their needs and priorities to internal stakeholders.