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
Your mission is to provide leadership to the Customer Support Team establishing and maintaining high levels of quality, efficiency and other processes required for an exceptional level of customer support. The team is the primary point of contact for the Wise customers and forms a large part of the company’s profile. As such, all enquiries need to be acted upon with competence and professionalism.
It is the CSTL’s primary duty to ensure that expectations are clearly set and that members of the team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.
Here’s how you’ll be contributing to our CS NorthAM team:
Ensure that customer service is maintained by:
Collaborating with other departments and leads to ensure customer objectives are met
Ensuring that your team has the required resources, training and knowledge to use them effectively to be able to resolve issues independently in a timely manner
Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
Maintain a high level of communications within the team internally and externally
Developing and maintaining customer satisfaction measurement metrics
Defining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA’s
Seeking and providing positive and constructive feedback frequently on all levels
Qualifications
You have excellent Customer Service experience
You have proven analytical skills and good attention to detail
You’re focused on the outcome for the customers, the team and the company
You’re passionate and have the desire to become a great people lead
You’re open to change
You have a passion for customer service and a willingness to stand up for the Customer within the organization
Additional Information
About this role:
Open to: Wisers who have been in their current role for at least 6 months
Reports to: Abigail Thompson
Salary: 57,500 USD
Stock: To be reviewed at offer, depends on your current level
Start date: To be reviewed at offer
APPLICATION DEADLINE IS Wednesday, May 1st, END OF DAY
Application Process
Application (resume + homework)
Final in person interview
Offer
If you're interested in the position, please check with your TL first and apply the latest May 1st, 2024 by submitting your Resume and Cover Letter. In your cover letter, please link your homework assignment at the bottom of the page.
Homework Assignment
If you have any questions, please contact Abigail Thompson, the hiring lead, or Chris Lohnes, the recruiter for this role.
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.
