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. Lead and nurture a team of up to 10 Enterprise Support Specialists. Set clear performance and quality targets (KPIs)”
What You'll Achieve.
Ensuring Wise's business-to-business partners have a seamless experience; Achieve clear performance and quality targets (KPIs); Ensure SLAs are met; Enhance partner experience; Reduce the need for future support
Industry & Context.
Complex problem-solving; Diagnose complex technical and operational problems; Develop creative and effective solutions; Guide team through difficult situations
Must be able to commute to the office or open to relocation, Must be eligible to work in Brazil, Cannot sponsor Visas
What They're Looking For.
Must Have
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, 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, Ability to produce clear, concise, accurate, and professional reports, summaries, and customer communications, Eligible to work in Brazil
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)
Track individual progress
Provide training to ensure team is well-equipped
Hire and onboard new team members
Conduct regular one-on-one meetings and performance reviews
Ensure team is effectively managing inquiries and complaints
Ensure service level agreements (SLAs) are met
Manage work schedules for global coverage
Ensure fair balance of on-call duties
Account owner of long-tail accounts for Wise Platform
Collect and analyze partner feedback
Present insights to wider Wise Platform team
Work cross-functionally with other Wise teams
How You'll Work.
Team & Collaboration
Work cross-functionally with other Wise teams; Ensure feedback and data are used to inform business decisions and product roadmaps; Be an advocate for partners; 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; Articulate complex concepts and data-driven insights; 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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