Scaling Customer Support in Hyderabad

"What excites me most is the incredible opportunity to build something from the ground up. Leading and building a team from scratch is something very few people get to experience in their careers, and I feel genuinely excited and challenged by that."

Prashanth Sampath (He/Him)

Customer Support Lead

What initially attracted me to Wise was being a customer first. The product truly amazed me with its incredible convenience and efficiency for international money transfers. When this opportunity came along, especially with the launch of the new Hyderabad office, it felt like perfect timing. Having been here for three months now, it has felt like the right decision from day one.

I'm originally from India and spent most of my earlier years in Hyderabad–my schooling, college, and first job have all been here. After working in Poland for two years, I returned to Hyderabad, so joining Wise here felt like a full circle moment. Growing up in this city gave me countless opportunities to work alongside inspiring leaders and understand the intricacies of customer service businesses. Now, I get to give back by developing talent in the same place that shaped me.

Hyderabad is the perfect location, offering an excellent cost of living and a multicultural population that brings diverse perspectives invaluable for serving customers globally. Being able to combine the familiarity of home with creating something entirely new has provided the perfect foundation for helping Wise grow while staying connected to my roots.

What excites you most about joining Wise in Hyderabad?

What excites me most is the incredible opportunity to build something from the ground up. Leading and building a team from scratch is something very few people get to experience in their careers, and I feel genuinely excited and challenged by that. You can build a great product, but without an exceptional team to support customers when issues arise, even the best product will fall short of its potential. Being able to shape that customer experience from day one is what excites me.

How do you see your role contributing to the success of the Hyderabad location and Wise as a whole?

I see my role as directly contributing to the success of both the Hyderabad office and Wise as a whole by focusing on three key areas: scaling operations, optimizing processes, and fostering a strong Wise culture.

First, I'm committed to scaling our Customer Support operations to meet the growing demands of our global customer base, ensuring we never compromise on our promise of delivering exceptional service. This means making high-quality decisions about developing our people, refining our processes, and building our site into a world-class team.

Another core part of my contribution is driving process improvements. I'll enable my team to collaborate with global teams to identify and resolve bottlenecks, ensuring we continuously redefine the customer experience and improve efficiency for our customers.

Finally, I'm passionate about culturally integrating the Hyderabad team with Wise's core mission. This means championing transparency and cultivating a genuine customer-first attitude that aligns with Wise's values.

And lastly, what skills are you looking for in a new joiner?

We’re looking for people who are truly customer-obsessed– we want team members who are genuinely excited about Wise’s mission and put the customer first in every decision.

Curiosity and a growth mindset are essential. We’re looking for those who ask “why” and “what if”, who actively seek out learning opportunities, and who champion collaboration with other teams to solve customer challenges. When you combine this customer-first mindset with genuine curiosity and a collaborative approach, that’s how we continuously improve and redefine the customer experience.

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