Customer Support Team Lead
Customer Support Team Lead
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Salary Not Disclosed
1 Vacancy
Job Description
Your mission is to provide leadership to the Customer Support Team establishing and maintaining high levels of quality efficiency and other processes required for an exceptional level of customer support. The team is the primary point of contact for the Wise customers and forms a large part of the companys profile. As such all enquiries need to be acted upon with competence and professionalism.
It is the primary duty of the Customer Support Team Lead to ensure that expectations are clearly set and that members of the team are highly engaged motivated armed with all necessary equipment and software have opportunities to contribute to tactics and strategy and opportunities to learn and grow.
Heres how youll be contributing to our Customer Support team:
Ensure that customer service is maintained by:
- Collaborating with other departments and leads to ensure customer objectives are met
- Ensuring that your team has the required resources training and knowledge to use them effectively to be able to resolve issues independently in a timely manner
- Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
- Maintain a high level of communications within the team internally and externally
- Developing and maintaining customer satisfaction measurement metrics
- Defining and implementing the procedures and policies to ensure that highquality service is delivered to customers (both internal and external) and adherence to strict SLAs
- Seeking and providing positive and constructive feedback frequently on all levels
Qualifications :
- Youre experienced. Youve got a proven track record as a people Lead in Customer Service or a customerfacing Operations team this is a requirement (must have previous direct reports)
- Youre passionate. About customer experience technology leading people and building teams. These arent just lines on a job description you genuinely enjoy your work
- Youre reliable. Youve got the ability to multitask and you take responsibility in challenging situations. You can manage delegate and oversee crossteam projects
- Youre datadriven. You can dive into numbers to support process improvements prioritization and forecasting
- Youre a selfstarter. With a proven track record of taking individual ownership and responsibilities beyond your main daily duties youve got a radar for finding areas of improvement and then you get things done
- Youre an exceptional communicator. Nothing falls through the cracks with your crossteam communication and listening skills youre a master presenter and youre calm and comfortable when either giving or receiving feedback
- Youre a teambuilder. Youre not hidden in a corner office somewhere but rather work among your teams You are hands on! Developing your team and ensuring that were delivering on the business needs by guaranteeing that our procedures and processes are continuously improved simplified and aligned clearly at all levels. Build and maintain strong relationships with internal stakeholders from an array of different teams.
Additional Information :
- You must already be legally authorized to work in the US. We cannot support visas for this role
- Salary: $67500 USD annual Stocks (RSU)
- This is not a remote position this is a hybrid role and you must be physically located in the Austin Texas area or able to relocate prior to your start date
- Click here to learn more about the benefits that we offer at Wise
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For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were 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 its like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
