Customer Support Quality Team Lead

0 - 0 EUR Monthly
  1. Operations
  2. Tallinn

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Company Description

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their life easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.

More about our mission.

Job Description

Our CS Quality team is searching for a new Team Lead to join us in our Tallinn office.

The role will give an amazing opportunity to support operational teams thriving towards excellence through Quality data and continuous improvement.

Here’s how you’ll be contributing to the team:

  • Build and maintain a positive work environment and scaling company culture and values;

  • Develop a strong CS Quality team and support specialists on their personal growth paths while inspiring and motivating the team to succeed;

  • Define the goals for the CS Quality team while supporting the Quality Teams’ vision;

  • Help team members to understand their role in the mission through coaching, challenge or mediating debates;

  • Manage team’s resources and their relevant skills;

  • Propose decisions for direct reports like salary raise, promotion, leave approval, etc;

  • Onboard new Quality and Senior Quality Specialists in their role and in the team;

  • Taking ownership of implementing and operating the Quality framework with the team, Vendors and product in focus operational teams, aligned to a Quality team and Global Service Delivery initiatives;

  • Build connections between team members as well as cross-team and facilitate collaboration. Identify new collaboration needs on the team level;

  • Measure and support the alignment of team KPIs and SLAs for success and efficiency;

  • Act as the main point of contact for CS area’s Quality Management topics for Internal and External parties;

  • Drive team’s input and participation in Quality team planning, as well as taking part in CS tribe or regional planning where needed;

  • Coordinate CS Quality specialists activities, ensuring at all times a high-quality, high-speed workflow with optimal coverage;

  • Ensure that all information and documentation provided to satisfy parties information requests meets both the CS Wise’s expectations regarding quality and mode of presentation;

  • Hire, lead, develop and manage a CS Quality team, including amongst others administrative tasks such as scheduling, interviewing, hiring, organising team activities, conducting the GrowWises’ etc.;

  • Owner of the team’s entertainment budget. Keeping it up to date, syncing it with the rest of the leads in the group + STL.


About you:

  • You’re experienced - you have either quality or Customer support leading background
  • You’re a great communicator. You’ve got impeccable verbal and written English skills, and you’ve worked internationally, cross-team, or cross-geo before so you’ll quickly pick up on how best to communicate effectively across different cultures, time zones, and whatever else - You also welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organisation; On top of this, you’re able to adapt to Wise type of communication;
  • You’re a team-builder. You’re not hidden in a corner office somewhere, but rather work among your teams - You are hands on! Developing your team, and ensuring that we’re delivering on the business needs by guaranteeing that our procedures and processes are continuously improved, simplified and aligned clearly at all levels. Build and maintain strong relationships with internal stakeholders from an array of different teams;
  • You lead a team by being a role model to others, demonstrating commitment and vision of challenging goals and objectives
  • You welcome new members in your team and you set them up for success by following, mentoring and coaching them in their growth path;
  • You’re a planner. You set proper priorities and can anticipate obstacles when planning. You track progress and completion of activities to meet your objectives and can convert these into workable activities;
  • You hold yourself and others accountable for achieving established and measurable performance expectations;
  • You look for incremental improvements in work processes and results. You constantly look for ways to streamline work processes, eliminating steps that don’t add value or rearranging them to facilitate the workflows. You look beyond the symptoms to uncover root causes of problems and question the status quo to ensure the processes and results continue to be relevant;
  • You pay attention to details, when completing tasks you’re thorough and accurate;
  • You’re analytical: you are comfortable working with data, noticing patterns, trends and things of note and you can draw meaningful conclusions from them. You can use this to solve problems, make decisions and provide recommendations to your leads, colleagues and other stakeholders of your job;
  • On top of this, you have a good command of Looker or other BI tools;
  • You’re able to prioritise, identify, and adopt solutions around the big picture to include collateral effects on other teams and processes;
  • You’re punctual, well organised and able to divide their time between specific activities in order to get things done;
  • You’re autonomous. You’re able to work independently and take decisions in main problem solving cases;
  • You’re reliable, adaptable and display commitment to the team’s goals;
  • While getting things done, you know how to manage your time and energies. You can organise and plan how long you spend on specific activities;
  • You are aware of and put into practice data security procedures;
  • You’re customer-focused. This should go without saying, but this is your guiding light. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind.

If you're interested in the position please apply by June 24 2024 by submitting your CV and Cover Letter.

Additional Information

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We’re proud to have a truly international team, and we celebrate our differences.

Every Wiser should feel that they can be themselves at work.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.

Having diverse teams that reflect our diverse customer base helps us build a better product. We can be more creative and empathetic to our customer’s needs and make sure we leave no-one behind on our journey to mission-zero.

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

  1. Tallinn

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