Customer Support Team Lead

Location: Global

Team: Lead

About the Role

We’re looking for a Customer Support Team Lead to add 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 starting from 7,350K JPY and RSUs in a fast-growing company, amongst a wide array of other benefits. Your mission is to develop efficient CS Agents providing world-class support, ensure team engagement and motivation, set performance targets, collaborate globally with product teams to improve experiences, and foster a culture aligned with Wise values. This role offers opportunities to make an impact by setting exceptional service standards, work globally with diverse teams, inspire innovation, and grow within the company. Join Wise, a global technology company building the best way to move and manage the world’s money with min fees, max ease, and full speed. Be part of creating a new network for the world's money, for everyone, everywhere.

Key Responsibilities

• 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

Required Qualifications

• 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
• Self starter, able to work independently with knowledge resources, proactive, solution oriented, ownership mindset
• Great fit to our values and company feedback-prone culture
• Clean background checks when joining and clean re-checks
• Adaptability: Able to keep up with constant change, patient, and flexible
• DEI: Commitment to fostering an inclusive and diverse work environment
• Must be legally authorised to work in the assigned location

Preferred Qualifications

• Experience in banking or fintech
• Leadership experience in customer support
• International customer care experience

Required Skills

• Fluent English and Japanese
• Technical know-how: Google Workspace, Slack, AI tools
• Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini
• Data security awareness and best practices
• Self-starter and proactive
• Solution-oriented with ownership mindset
• Adaptability to constant change
• Leadership and team motivation
• Cross-functional collaboration
• Performance tracking and reporting

Benefits

• RSUs (stock options)
• Competitive annual salary starting from 7,350K JPY
• Flexible working
• Wide array of other benefits
• Health insurance
• Learning opportunities
• Company retreats
• Wise card

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