Head of Specialised

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 worlds money

• For everyone, everywhere.

Job Description

The Head of Specialised Support is a high-impact senior leadership role responsible for the operational excellence, technical stability, and commercial growth of Wise’s most critical customer segments:
Enterprise Banking Partners and High-Value Business Customers.

This role leads a global, three-pronged organisation - comprising Account servicing, Enterprise Support, and Technical Integration Success - to deliver a seamless, world-class experience for some of Wise’s biggest clients. The successful candidate will transition the department from reactive troubleshooting to a proactive, data-driven engine, implementing professional Workforce Management (WFM) tools, industry-leading resolution times and sub-15-minute incident response protocols. Balancing "sales-through-service" commercial acumen with deep technical rigour, this leader ensures that our most complex global partnerships are supported by a scalable, resilient, and compliant operational framework.

This is not a traditional support role; it is a hybrid of commercial strategy, technical engineering, and operational logistics. You will be responsible for providing our customers with the highest quality of dedicated support, whilst unlocking growth via product upsell and customised solutions. You will ensure that Wise’s support infrastructure is a competitive, value-adding advantage for our customers rather than a cost center for the business.

You must be as comfortable discussing complex issues from a technical support perspective as you are discussing revenue retention with the Executive team.

This leadership role oversees three distinct but interconnected global functions

• Account Specialisation:
  High-touch, "sales-through-service" experts focused on relationship health, retention, and revenue expansion for our most valuable individual and business users

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Enterprise Support:
Dedicated operational experts ensuring consistent SLA adherence, regulatory compliance, and seamless onboarding for our large-scale Enterprise partners.

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Integration Success (IS):
The technical support engine of the department, focused on integration health, proactive monitoring and alerting for technical issues, and rapid incident resolution for complex API and platform connections.

1. Account Specialisation & Commercial Acumen

• Value-Led Revenue Growth:
  Transform the specialist team into a commercial engine by coaching "insight-led" upsells and proactive expansion

•
Service Architecture:
Design multi-tiered engagement models (High-Touch to Tech-Touch) that optimize the cost-to-serve while triggering customer growth milestones.

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Segment Ownership:
Align best-practice sharing and capacity leverage across the global team to ensure Wises highest-value customers are managed with consistency.

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Commercial Mindset:
Move the team beyond troubleshooting to high-stakes value communication, making the Wise product indispensable to the customer’s daily operations.

2. Enterprise Support Operations

• Industry-leading Operational Excellence:
  Drive KPIs including First Contact Resolution (FCR), Quality, Speed of Reaction, and SLA adherence across globally distributed teams

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Regulatory Governance:
Ensure appropriate structures are in place for any regulatory requirements dictated by the partners market, ensuring adherence before "go-live."

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12-Month Strategic Planning:
Develop a collaborative resource strategy aligned with Enterprise long-term goals and forecasts, pulling resources into line and managing expectations along the journey.

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Financial Stewardship:
Deeply understand the cost-to-serve and cost-to-scale. You will establish the cost basis necessary to support the broader Enterprise pricing strategy.

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Resource allocation:
B…