Customer Support Team Lead

Company 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 and what we offer
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We’re looking for a Customer Support Team Lead to add some additional leadership power and experience to our Customer Support teams in our Tokyo office. This role is a unique opportunity to build a strong team, develop processes that put our customers first, and provide continuous feedback from our customers to various product development teams to help millions more potential customers save money by using Wise!

You’ll receive a competitive package including an annual salary and stock options in a fast-growing company, amongst a wide array of other benefits.

Your mission:

• Develop and build a strong team of efficient CS Agents who provide world‑class support to our customers
• Ensure that expectations are clearly set and that members of the Customer Support team are highly engaged & motivated.
• Help your team members find their path in Wise and set them up for success, while working with your lead to do the same, potentially growing into a Senior Team Lead role
• Help set and report against weekly, monthly and quarterly performance targets, communicate key insights, and obstacles to the teams and the broader company
• Work closely with other Customer Support teams across the world, and the Wise product teams, to identify ways to improve the customer support experience while reducing customer contacts through product changes
• Increase support quality and ensure case resolution, promote effectiveness and efficiency within Customer Support, as well as collaborate and communicate between varied Wise functions and teams across the globe
• Help your team focus on why they’re doing what they’re doing, and also make sure they can see how their work helps to bring us closer to our mission
• Build the team’s culture and set a great example by living our values on a daily basis

This role will give you the opportunity to:

• Make an Impact – You’ll fuel this revolution by setting the standard of exceptional service for our customers. Our CS Agents are the first point of contact for our customers, so you’ll empower them with the tools required for our level of service and you’ll be there to help them develop along the way. We're all about intellectual curiosity, growth, and a solution‑oriented mindset, because after all, this isn't just a job to us!
• Be Yourself – We’re looking for Team Leads who have friendly personalities that are fun to work with! We hire smart people and we trust them, because we're not interested in drama, only good Karma!
• Work Globally – Our customers are all over the world and our team members are just as diverse. We're 5000+ Wisers strong, with 90+ nationalities working in offices from Tampa to Tokyo, and several places in-between. Much like our product, we work across borders and teams to take care of our customers, because they come first and we make no compromises on that!
• Inspire Teams – With your leadership style, bright ideas, knowledge, self‑starting attitude, and customer insight, you’ll directly drive innovation and help us make money borderless! Whether you're building growth paths for your team or working with a product team to offer expert insight on a feature, whatever the mission, we get it done!

• Fluent in English and Japanese
• At least 2 years in an external CS organisation preferably in banking, internet, telecom industries, or international customer care centers.
• Technical know‑how: understanding of tools like Google business suite, Slack, AI, etc.
• Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini, etc.li>
• Data security awareness:
  Knowledge of data security best practices to ensure compliance and protect customer information.
• Self‑starter, able to…