Customer Support Senior Team Lead

Location: Global

Team: Lead

About the Role

Wise is a global technology company revolutionizing the way people and businesses move and manage money worldwide, with min fees, max ease, and full speed. As Customer Support Senior Team Lead, you'll be a pivotal leader building high-performing teams that prioritize customers first, while fostering continuous feedback loops to product teams. Reporting to the Lead in our global team, you'll drive performance in a dynamic Singapore-based role (7400-7950 SGD monthly + RSUs), ensuring exceptional support and operational excellence. In this role, you'll re-evaluate KPIs, coach Team Leads weekly, maintain cross-team relationships, handle operational tasks, coordinate training, communicate progress, manage budgets, and lead hiring—all while embodying Wise's values. You'll represent the team in audits and dive into data for process improvements, taking ownership beyond daily responsibilities. Join our diverse, inclusive team committed to money without borders. We're building the future of finance for everyone, everywhere, with flexible work, growth opportunities, and a mission-driven culture.

Key Responsibilities

• Understanding our values and acting based on them
• Being responsible for continuously re-evaluating teams’ KPIs so they adequately reflect the current situation and progress
• Weekly meetings with Team Leads (TL)s to provide appropriate feedback/support based on results/findings to improve overall performance
• Maintaining and improving cross office / cross team relationships and processes
• Being able to support your team with operational tasks when needed and also doing operational tasks to keep up the relevant know how
• Communicating with the Customer Support (CS) Training coordinator / site to ensure appropriate training is provided
• Communicating team's progress through KPI and other relevant analysis to other teams on a regular basis
• Representing the team in audits
• Owner of the teams’ travel and entertainment budget
• Responsible for the teams’ development, performance and efficiency
• Actively participate in hiring

Required Qualifications

• Leadership Experience - at least 2 years in a team lead capacity, ideally having managed team leads prior
• Passion for customer experience, technology, leading people and teams
• Proven track record of taking individual ownership and responsibilities beyond your main daily responsibilities as well as being a great team player

Preferred Qualifications

• Ability to multi-task and take responsibility in challenging situations, as well as ability to manage, delegate and oversee cross-team projects
• Willingness to dive into numbers to support process improvements, prioritising, forecasting
• Great cross team communication and listening skills
• Strong product knowledge

Required Skills

• Strong leadership
• Customer-centric mindset
• Team building and management
• Process improvement
• Data analysis and KPI management
• Cross-team collaboration
• Operational support
• Communication and feedback
• Budget management
• Hiring and talent development

Benefits

• RSUs (stock options)
• Flexible working
• Parental leave
• Learning budget
• Paid sabbatical after 4 years
• Health insurance
• Company retreat
• Wise card

Wise is an equal opportunity employer committed to building a diverse workforce.