Can you walk us through a typical day in your role as Head of Servicing Scale? 

My days are rarely the same, and they’re never boring. A lot of my time is spent helping my teams gain clarity on the problems they’re tackling and unblocking them where needed. Sometimes that involves refining our team schedules or planning our capacity; other times, it means diving deep into our quality control processes to ensure we’re helping our Operations and Product teams identify opportunities for improvement. A big part of my role is also working with my teams on their plans, ensuring they’re clear, measurable, and aligned with our core goal—delivering value to our customers.

I also spend time bringing teams together when they’re working on similar challenges to ensure we stay aligned and move quickly. Additionally, I get the chance to interview and bring in smarter and more skilled people than me, and learn from them. This has been one of the most rewarding parts of my role, as it constantly helps me grow in my understanding of how to build a robust servicing engine for our customers. There’s nothing more satisfying than seeing someone on my team demonstrate expertise beyond my own or deliver a solution that’s even better than what I could have come up with.

What motivated you to join Wise, and how has your journey been so far?

I joined Wise because I wanted to work at a place where doing a good job could genuinely make the world a little bit better. Not every job offers that kind of purpose, and it’s been a key motivator for me every day.

I’ve been at Wise for just under ten years, and the reasons I’ve stayed are clear. With the pace of growth here, it feels like a new company each year. We’re constantly adapting to new challenges and realities, and that means there’s always something fresh to work on. Despite all the growth and change, the core values at Wise have remained steadfast. 

I started my journey at Wise as a customer support agent when Wise was fewer than 400 people. I spent that first year directly helping customers through phone, email, and chat, and I still consider that to be the most valuable year of my career. I lean on that experience every day. Since then, I’ve contributed to many different areas of our servicing teams, from helping build the first version of business support to doubling the size of our support team in a single year, to creating the processes and infrastructure that enable us to provide instant and convenient service to all of our customers.

What’s one of the most rewarding aspects of collaborating with different teams, such as Product and Engineering?

Our Product and Engineering teams here at Wise are wizards hiding in human form. They’re some of the smartest people I’ve had the chance to work with, and they always push me to think in new ways. Over the years in Servicing, I’ve been involved in a range of incidents—from smaller issues to complex, high-stakes situations—that require quick decisions and clear action. 

What consistently stands out is how our Product and Engineering teams handle these situations. Whether dealing with a critical issue under tight deadlines or a more technical challenge with long-term impact, their focus isn’t just on speed—it’s on finding the right solution. They dig into the details, stay calm under pressure, and take decisive action. What really sets them apart is their commitment to understanding the customer impact. Every decision they make considers how it affects the customer experience. It’s a reminder of the customer-first mentality we have at Wise.

How has feedback from customers, particularly through your team’s direct interactions, influenced new processes or product improvements?

At Wise, we have a saying: "The best support is no support." This reflects our goal to minimise customer interactions by addressing the root causes that lead them to reach out. We dedicate significant time and effort to understanding these issues, and whenever possible, we collaborate with our Product teams to eliminate the need for customers to contact us in the first place. When we do need to collect information from customers, our aim is to make the process as simple and automated as possible, ensuring that the right data gets to the right place efficiently. 

Our Complaints and Quality teams have been working closely with the teams who work on reducing the number of customers caught in scams when using Wise. By diving deeper into real customer cases, we’ve been able to equip our teams with valuable insights, helping them add tailored warnings and context during transactions that show patterns linked to higher risk. This proactive approach ensures we’re better protecting our customers and preventing future scams. 

How would you describe the culture at Wise? 

Customer-focused, fast-paced, and full of opportunities to keep things interesting. We expect everyone who joins to make an impact early on—ideally by delivering something valuable to our customers or teams within their first few months. 

Data is our primary language, and the most effective way to get others on board with your ideas is by demonstrating the customer impact behind them. While we’re serious about the work we do, we also prioritise a fun atmosphere, with a strong focus on supporting the growth and development of our people.

What advice would you give to someone joining one of the Servicing teams at Wise?

One thing I was told when I joined Wise is that you should be figuring out ways to make your role no longer needed. It sounds counterintuitive, but it's a mindset that drives continuous improvement. At Wise, we're fortunate to be constantly presented with challenging problems to solve. If you can tackle the underlying issues at the core of your role, you'll never be at a loss for meaningful work. It’s a great environment for anyone who thrives on solving complex problems and finding ways to add value at scale.