Company Description
About the Team:
The Support Group at Wise is on a mission to enhance our customer support experience. Our goal is to double our resolution rate while halving the cost of providing support to our customers. The group is composed of around 50 dedicated professionals spread across three cross-functional teams, all working towards improving handling time, automation, and resolution by leveraging technology (e.g., machine learning and large language models).
About the Role:
As the Group Product Manager for the Support Group, you will lead a dynamic and collaborative team dedicated to improving resolution rates and reducing the cost of service. Your guidance will be instrumental in advancing our support technology and processes, ensuring we deliver the best possible customer experience with care and empathy.
Job Description
Key Responsibilities:
- Lead the Support Group in initiatives aimed at enhancing resolution rates and reducing service costs, while maintaining a customer- centric approach.
- Collaborate closely with Product, Analytics, Data Science, Operations, and Compliance teams to integrate support improvements across the product lifecycle.
- Oversee the execution of key projects, including decreasing customer contact rates, increasing automation, and introducing CoPilot for agents.
- Provide strategic guidance while being hands-on in project leadership and execution.
This Role Will Give You the Opportunity To:
- Build world-class products with a talented and diverse product and engineering team. This role offers a unique opportunity to create innovative, cutting-edge solutions while working with some of the brightest minds in the field.
- Make a real impact on people's lives. By building world-class products, you’ll help transform how people manage international transfers—how they pay, hold, and receive funds globally—making it easier and more efficient to manage their money across borders, while helping Wise move closer to its mission of reducing servicing costs and lowering prices.
- Empower your team to make decisions. We believe those closest to the problem often have the best solutions. Rather than prescribing every step, you’ll work with your team to co-create a vision and strategy. You can always gather insights from smart, curious colleagues across Wise, but you’ll have the freedom to make your own decisions.
- Grow as a leader. You’ll inspire and guide your own team, as well as encourage collaboration with other teams to contribute to our mission.
- Be a key connection between global and regional product teams and operational teams, interacting with nearly all product teams at Wise to gain a deep understanding of all of our offerings.
Qualifications
A Few Qualities That Describe You as a PM:
- You’ve built products at scale. You’ve worked on products with thousands or even millions of users, navigating the complexity of both product and organisation.
- You have leadership experience. You’ve led product teams before, and have experience hiring, nurturing, and growing talent. You’ve successfully onboarded product managers at various levels and helped them thrive.
- You’re hands-on.You excel as a player-coach, switching effortlessly between being an individual contributor and leading a wider team. Whether it’s diving deep into data analysis, design, or regulations, you have a superpower as an individual contributor.
- You’re data-driven. You know how to gather and interpret data to identify opportunities and measure impact. You can inspire others by telling compelling stories with data.
- You bring fresh ideas. You question the status quo and love solving problems creatively. You’re able to communicate the impact of your ideas and formulate actionable plans to bring them to life.
Additional Information
Our Offer
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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