Wise
Financial Services
WisePlatformEnterpriseTeamLead
Neural analysis suggests this role is
optimal for mid candidates.
“Wise Platform Enterprise Team Lead at Wise. Skills: Team Leadership, Operational Management, Data Analysis, Strategic Collaboration, Complex Problem-Solving, Communication. Lead and nurture a team of up to 10 Enterprise Support Specialists.. Set clear performance and quality targets (KPIs) and hold the team accountable.”
What You'll Achieve.
Ensuring Wise's business-to-business partners have a seamless experience.; Setting clear performance and quality targets (KPIs).; Ensuring the team is well-equipped to handle all partner inquiries and complaints.; Ensuring that service level agreements (SLAs) are met.; Enhance the partner experience and reduce the need for future support.; Inform business decisions and product roadmaps.
Industry & Context.
Complex Problem-Solving; Ability to diagnose complex technical and operational problems; Develop creative and effective solutions; Guide your team through difficult situations
Must be able to commute to the office or open to relocation., Eligible to work in Brazil, cannot sponsor Visas for this role., Minimum 3 days at office per week after initial six months immersion period.
What They're Looking For.
Must Have
At least 1-2 years of leading small to medium sized teams., Expert in working with partner data., Skilled at defining project goals, creating timelines, allocating resources, and ensuring projects are completed on time and to a high standard., Ability to diagnose complex technical and operational problems, develop creative and effective solutions, and guide your team through difficult situations., Excellent communicator, able to articulate complex concepts and data-driven insights to a wide range of audiences, both internal and external., Master of stakeholder management, ensuring everyone is on the same page., Ability to keep up with constant change, adapt processes as needed, and remain patient and flexible in the face of new challenges., Excellent verbal and written communication skills in English, with the ability to produce clear, concise, accurate, and professional reports, summaries, and customer communications.
Nice to Have
Additional languages are a plus.
What You'll Do.
Lead and nurture a team of up to 10 Enterprise Support Specialists.
Set clear performance and quality targets (KPIs) and hold the team accountable.
Track individual progress
and provide training.
Be involved in hiring and onboarding new team members and conducting regular one-on-one meetings and performance reviews.
Ensure the team is effectively managing the flow of inquiries and complaints
ensuring that service level agreements (SLAs) are met.
Manage work schedules
particularly for a team that provides global coverage
and ensure there's a fair balance of on-call duties if applicable.
Be the account owner of the long-tail accounts for the Wise Platform.
Collect and analyze partner feedback through satisfaction surveys and other channels.
Present insights (pain points
opportunities for improvement) to the wider Wise Platform team.
Work cross-functionally with other Wise teams to ensure feedback and data are used to inform business decisions and product roadmaps.
Act as an advocate for partners
using data to articulate their needs and priorities to internal stakeholders.
How You'll Work.
Team & Collaboration
Work cross-functionally with other Wise teams (Customer Success, Account Management, Servicing teams).; Present feedback and insights to the wider Wise Platform team.; Use data to articulate partner needs and priorities to internal stakeholders.
Communication Scope
Excellent verbal and written communication skills in English; Ability to produce clear, concise, accurate, and professional reports, summaries, and customer communications; Excellent communicator, able to articulate complex concepts and data-driven insights to a wide range of audiences, both internal and external; Master of stakeholder management
Process & Methodology
Defining project goals, Creating timelines, Allocating resources, Ensuring projects are completed on time and to a high standard
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). The role of a Wise Platform Enterprise Support Team Lead is a blend of team management, strategic oversight, and hands-on operational support, all focused on ensuring Wise's business-to-business partners have a seamless experience. This is a crucial position that sits at the intersection of leadership and customer service, with a strong emphasis on data-driven decision-making and continuous improvement. As a Team Lead, your primary responsibility is to lead and nurture a team of up to 10 Enterprise Support Specialists. This isn't just about managing tasks; it's about fostering a high-performing and motivated team. Responsibilities: * Team Leadership and Development: You'll be a coach, mentor, and manager. This includes setting clear performance and quality targets (KPIs) and holding the team accountable. You will be responsible for tracking individual progress, identifying skill gaps, and providing training to ensure the team is well-equipped to handle all partner inquiries and complaints. You'll also be involved in hiring and onboarding new team members and conducting regular one-on-one meetings and performance reviews. * Operational Management: You are the key to a smooth and efficient support workflow. You'll ensure the team is effectively managing the flow of inquiries and complaints, ensuring that service level agreements (SLAs) are met. This also involves managing work schedules, particularly for a team th
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