Wise

3 months ago

Head of Specialised Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Senior leader responsible for operational excellence, technical stability, and commercial growth for Wise’s Enterprise Banking Partners and High-Value Business Customers. Guides a three-pronged global organization—Account servicing, Enterprise Support, and Integration Success—toward proactive, data-driven operations with revenue upsell potential, industry-leading incident response times, and scalable, compliant processes.

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Account Specialisation & Commercial Acumen: Transform the specialist team into a commercial engine by coaching "insight-led" upsells and proactive expansion; design multi-tiered engagement models to optimize cost-to-serve and trigger growth milestones; ensure best-practice sharing and capacity leverage across the global team for high-value customers; shift from troubleshooting to value communication and product-centric retention.
•Enterprise Support Operations: Drive operational excellence with KPIs like FCR, Quality, Speed of Reaction, and SLA adherence; ensure regulatory governance and go-live readiness; develop a 12-month resource plan aligned with long-term goals; manage cost-to-serve and headcount to meet growth.
•Integration Success & Technical Excellence: Evolve incident management with unified tooling; set up proactive monitoring and dashboards to detect incidents early; create SOPs/runbooks for incident handling, post-mortems, and action tracking; unify workflows across Zendesk, Service Desk, and Slack and leverage data insights for future demand.
•Leadership & Relationship Management: Lead a global team across APAC/EMEA/AMERS; align stakeholders across Operations, Product, WFM, Engineering, and QA; implement professional Workforce Management; maintain resilience and influence senior leaders within Wise and Enterprise Partners.
•Global Mobility & Strategic Influence: Travel as needed to support 24/7 operations and build relationships with key partners; negotiate and influence across internal and external stakeholders to ensure delivery excellence.

Pay and Benefits

Salary: GBP 90,000 - 120,000 annually

Key Requirements

•Proven leadership: Experience leading leaders on a global scale within Customer Success, Technical Support, Account Management.
•Three-Pronged Expertise: A rare blend of commercial mindset (sales-through-service), operational rigour (SLA/WFM), and technical aptitude (Incident management/APIs).
•Data fluency: Deeply comfortable with data; using CRM health signals and technical metrics to guide a team under pressure is second nature.
•Communication: Outstanding skills to explain complex technical or commercial concepts to both customers and internal leadership.
•Global mobility: Prepared to travel for extended periods and adapt to global time zones to support a 24/7 operation.

Experience:Financial servicesEnterprise softwareCustomer success

Skills:LeadershipCommunicationStakeholder managementGlobal collaborationProblem-solving

Languages:English

Tech Stack:ZendeskCRMAPIsData dashboardsSlackWFM

Company Brief

Wise

Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 2011

Glassdoor: 3.8

Website LinkedIn Glassdoor

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Wise

3 months ago

Head of Specialised Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Account Specialisation & Commercial Acumen: Transform the specialist team into a commercial engine by coaching "insight-led" upsells and proactive expansion; design multi-tiered engagement models to optimize cost-to-serve and trigger growth milestones; ensure best-practice sharing and capacity leverage across the global team for high-value customers; shift from troubleshooting to value communication and product-centric retention.
•Enterprise Support Operations: Drive operational excellence with KPIs like FCR, Quality, Speed of Reaction, and SLA adherence; ensure regulatory governance and go-live readiness; develop a 12-month resource plan aligned with long-term goals; manage cost-to-serve and headcount to meet growth.
•Integration Success & Technical Excellence: Evolve incident management with unified tooling; set up proactive monitoring and dashboards to detect incidents early; create SOPs/runbooks for incident handling, post-mortems, and action tracking; unify workflows across Zendesk, Service Desk, and Slack and leverage data insights for future demand.
•Leadership & Relationship Management: Lead a global team across APAC/EMEA/AMERS; align stakeholders across Operations, Product, WFM, Engineering, and QA; implement professional Workforce Management; maintain resilience and influence senior leaders within Wise and Enterprise Partners.
•Global Mobility & Strategic Influence: Travel as needed to support 24/7 operations and build relationships with key partners; negotiate and influence across internal and external stakeholders to ensure delivery excellence.

Pay and Benefits

Salary: GBP 90,000 - 120,000 annually

Key Requirements

•Proven leadership: Experience leading leaders on a global scale within Customer Success, Technical Support, Account Management.
•Three-Pronged Expertise: A rare blend of commercial mindset (sales-through-service), operational rigour (SLA/WFM), and technical aptitude (Incident management/APIs).
•Data fluency: Deeply comfortable with data; using CRM health signals and technical metrics to guide a team under pressure is second nature.
•Communication: Outstanding skills to explain complex technical or commercial concepts to both customers and internal leadership.
•Global mobility: Prepared to travel for extended periods and adapt to global time zones to support a 24/7 operation.

Experience:Financial servicesEnterprise softwareCustomer success

Skills:LeadershipCommunicationStakeholder managementGlobal collaborationProblem-solving

Languages:English

Tech Stack:ZendeskCRMAPIsData dashboardsSlackWFM

Company Brief

Wise

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 2011

Glassdoor: 3.8

Website LinkedIn Glassdoor