Wise

3 weeks ago

Global CS Lead - Account Specialists

✓ 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

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: 3.8

Website LinkedIn Glassdoor

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Wise

3 weeks ago

Global CS Lead - Account Specialists

✓ 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, 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

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