Global CS Lead - Account Specialists

Wise
London, Singapore, Austin, Tallinn, Budapest, São Paulo
Workplace: HybridFull timeGBP 74,000 - 96,000 annuallyFunction: Administration & Executive AssistanceSkills: ["Customer-centric","Commercial acumen","Strategic problem-solving","Communication","Adaptability"]

Lead world-class customer care for Wise’s highest-value customers by building and running a global support structure with strong SLA adherence and regulatory alignment. Drive commercial excellence through insight-led upsells, proactive growth, retention, and product adoption. Own a 12-month operational strategy, improve KPIs with root-cause analytics, and lead/scale distributed teams across multiple regions while coordinating closely with KYC, FinCrime, PayOps, and product partners.

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Wise
Wise
2 months ago

Global CS Lead - Account Specialists

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Job Summary

Lead world-class customer care for Wise’s highest-value customers by building and running a global support structure with strong SLA adherence and regulatory alignment. Drive commercial excellence through insight-led upsells, proactive growth, retention, and product adoption. Own a 12-month operational strategy, improve KPIs with root-cause analytics, and lead/scale distributed teams across multiple regions while coordinating closely with KYC, FinCrime, PayOps, and product partners.
Location: London, Singapore, Austin, Tallinn, Budapest, São Paulo
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Sr. Manager level

Key Responsibilities

  • •Establish and lead a global support structure delivering operational excellence and consistent SLA adherence across regions.
  • •Drive commercial outcomes by transforming service into a revenue engine through insight-led upsells and consultative partnerships.
  • •Develop and execute a 12-month operational strategy, deploying plans and managing stakeholder expectations globally.
  • •Improve productivity, quality, and first contact resolution using customer insights and root cause analytics.
  • •Lead and scale globally distributed teams through coaching, goal-setting, and workforce/capacity planning, including recruiting and retention strategy.
Travel: High travel

Pay and Benefits

Salary: GBP 74,000 - 96,000 annually

Key Requirements

  • •Experience managing 6+ direct reports and leading teams of 50+ globally.
  • •Track record scaling teams (ideally from 50 to 70+) and leading leaders across multiple regions.
  • •Experience coordinating across multiple regions and time zones; accommodate regional nuances across Singapore, Austin, Tallinn, Budapest, and São Paulo.
  • •Expertise managing KPIs including contribution margin, reach rate, and cohort expansion; data-driven decision-making.
  • •Customer-services/customer-success background with solid understanding of KYC principles and compliance requirements.
Experience:Financial servicesCustomer supportCustomer successKYCFinCrime
Skills:Customer-centricCommercial acumenStrategic problem-solvingCommunicationAdaptability
Languages:English

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
Glassdoor: 3.8
WebsiteLinkedInGlassdoor