Wise
Financial Services
WisePlatformEnterpriseSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“Wise Platform Enterprise Specialist at Wise. Skills: Enterprise support, Partner management, Technical implementation, Data analysis, Project ownership. Proactively review partners’ operating environments to deliver training, documentation, and best practices in customer support.. Develop tailored support documentation and lead workshops to map out support models for new partnerships.”
What You'll Achieve.
drive operational efficiency and scalability for our partners; ensure that they get the most out of our products; ensure every partner query flows smoothly to the right teams and receives a fast response within our agreed SLAs; ensure minimal disruption to partner operations; resolve queries; optimize the product based on your analytical findings; influence the product roadmap; assess business outcomes and identify opportunities for impact; deliver results
Industry & Context.
Complex problem-solver; look beyond the immediate 'fix'; identify root causes; implement scalable processes to prevent recurring issues
comfortable with a flexible schedule, requirement to work 2 weekend days per month to support our global partners, minimum 3 days at office, must be able to commute to the office or open to relocation
What They're Looking For.
Must Have
Proven experience delivering premium, executive-level support or specialized implementation services within an Enterprise environment., Demonstrated ability to manage complex issues for high-value clients and stakeholders, emphasizing extreme attention to detail and personalized service delivery., Experience managing end-to-end projects involving multiple stakeholders., analytical skills with the ability to turn data into actionable projects.
What You'll Do.
Proactively review partners’ operating environments to deliver training
and best practices in customer support.
Develop tailored support documentation and lead workshops to map out support models for new partnerships.
Coordinate with internal Wise servicing teams to streamline processes and remove bottlenecks for new products.
Support the testing of partnership models to ensure every partner query flows smoothly to the right teams and receives a fast response within our agreed SLAs.
Conduct high-level training on support structures
currency-specific info
and escalation processes.
Take ownership of the technical ecosystem for each partner
from setting up Zendesk organizations and Knowledge Spaces to managing shared workspaces and collaboration tools.
Identify potential deployment risks and escalate critical issues to ensure minimal disruption to partner operations.
Act as the primary point of contact for partners
providing high-quality support through email and live channels (such as phones) to resolve queries.
Conduct deep dives into partner contact data to identify trends
and areas for improvement.
Monitor performance KPIs and collaborate with development teams to optimize the product based on your analytical findings.
Gather partner feedback through surveys and interviews to influence the product roadmap.
Conduct regular reviews with Customer Success Managers (CSMs) and Account Managers (AMs) to assess business outcomes and identify opportunities for impact.
Turn your data-backed suggestions into reality.
Own projects from ideation to completion with minimal guidance
communicating with both internal Wise teams and external partner stakeholders.
Act as the Voice of the Partner internally
influencing Wise product and process changes to better accommodate enterprise requirements.
Advocate for partners to ensure their needs remain central to our global scaling strategy.
How You'll Work.
Team & Collaboration
Coordinate with internal Wise servicing teams; collaborate with development teams; Conduct regular reviews with Customer Success Managers (CSMs) and Account Managers (AMs); communicating with both internal Wise teams and external partner stakeholders; Act as the Voice of the Partner internally; collaborate seamlessly across different regions and functions
Communication Scope
Excellent communicator; break down complex technical concepts into clear, engaging presentations; build trust through effective dialogue; comfortable leading high-level partner meetings; communicating with both internal Wise teams and external partner stakeholders
Process & Methodology
manage complex projects from the initial idea to completion with minimal guidance, defining scope, setting timelines, coordinating between internal teams and external partners to deliver results, Experience managing end-to-end projects involving multiple stakeholders, Own projects from ideation to completion with minimal guidance
Full Job 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 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](https://wise.jobs/our-mission) and [what we offer](https://wise.jobs/what-we-offer). As an Enterprise Support Specialist for Wise Platform , your mission is to drive operational efficiency and scalability for our partners. You'll be the main point of contact for our partners, ensuring that they get the most out of our products by acting as their internal liaison within Wise Platform. You will provide advanced-level support and guidance throughout the entire partner lifecycle: from implementation to ongoing optimization. What You’ll Do Your responsibilities are broadly split into four main pillars: Implementation and Operational Setup * Proactively review partners’ operating environments to deliver training, documentation, and best practices in customer support. * Develop tailored support documentation and lead workshops to map out support models for new partnerships. * Coordinate with internal Wise servicing teams to streamline processes and remove bottlenecks for new products. * Support the testing of partnership models to ensure every partner query flows smoothly to the right teams and receives a fast response within our agreed SLAs. Build and Test * Conduct high-level training on support structures, currency-specific info, and escalation processes. * Take ownership of the technical ecosystem for each partner, from setting up Zendesk organizations and Knowledge Spaces to managing shared workspaces and collaboration tools. * Identify potential deployment risks and escalate critical issues to en
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