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 lives 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 and what we offer.

We’re looking for a Customer Support Vendor Manager to join our team in the Austin office. This role is a unique opportunity to make sure our customers get great support by helping our outsourcing partners with operational management. The Vendor Manager will be working on managing one of our locations in the Americas region (Brazil, Mexico, or Colombia), and working closely with team members in the CS Vendor Management team.

Your mission, should you choose to accept it:

• Daily partner management - Solving ad hoc issues, contributing to the Wise customer support strategy, owns the agent database processes (WorkDay). Following the monthly vendor billing process. Act as a main point of contact for the vendor.

• Process design & improvement - Active involvement in the development and direction setting of the Customer Support Vendor Management team, including continuous improvement of the outsourcing process.

• Ramping up outsourcing - Ensure a high level of new agents joining by performing hiring calibrations for all outsourced roles. Work with other Vendor Managers regarding headcount balance between vendors.

• Escalation tracking - Understanding the escalation logic for each outsourced line of work, tracking and improving the escalation accuracy of the outsourced team.

• Quality and Training oversight - Helping to set up and maintain the outsourced teams training and quality strategy, including new starter and improvement training.

• Leadership support - Main point of contact for the outsourced SMEs, Leads, Trainers and QAs, offering guidance and support and keeping “the Wise way of working” within the outsourced support functions.

• Reporting - A clear understanding of the customer support KPIs, setting and tracking of the Service Delivery Gates, using data extracted from Looker for projects.

• Live the values - Contribute to the team’s culture and set a great example by living our values on a daily basis.

A bit about you:

• You’re fully fluent in English, and you have excellent verbal and written skills

• You’re working at an equivalent leadership level (Level 4 or 5) in Customer Support related Servicing teams.

• You’ve got strong analytical skills - you are comfortable with data, including setting and tracking KPIs

• You’ve got a sharp attention to detail, focus on accuracy, and are independent in your work. You enjoy owning your work and leading projects when needed

• You’re focused on the outcome for the customers, the team, and the company

• You’ve got a strong aptitude for learning new skills and you’re proactive in up-skilling yourself

• You’ve got great people skills and you’re a great relationship builder - any previous leading experience is a benefit!

What it’s like to work in the team

We have a small but very impactful team. We are located in 3 offices - Tallinn, Budapest and Austin, and your responsible vendor will be in either Brazil, Mexico, or Colombia. As you can guess from our office locations, we’re scattered all over the world, so we do occasionally struggle with timezones. Sometimes our days are longer and more stressful (especially if you are working on delivering a project), sometimes our days are shorter and more relaxed. It’s up to you to hold a healthy balance. Most days, you will have meetings from 8am sharp.

To meet regulatory requirements, you’ll be requested to travel to the vendor's office at least once a year.

We are all working on an agreement of honesty - we do what we promise, ask help when it’s needed, help others if help is asked. Every member of the team is crucial and has an effect on the rest of the team. 

Compensation Details for the role:  $103,000.00 - $126,500.00

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.

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