Customer Support Team Lead

About the Position

Customer Support Team Lead

Wise is a global technology company, building the best way to move and manage the world’s money. 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.

We are looking for a Customer Support Team Lead to join our team in India. This role is full-time with a compensation of up to INR 1,200,000 per year.

Responsibilities

• Provide leadership to the Customer Support Team.
• Establish and maintain Quality Compliance and other processes required for an exceptional level of customer support.
• Ensure that customer objectives are being met by liaising with relevant departments.
• Maintain a high level of product knowledge within the Customer Support team.
• Ensure a high level of customer focus, both internally and externally.
• Perform regular audits of communications and provide appropriate training.
• Assign and monitor customer support tickets and implement action plans and escalation procedures.
• Develop and maintain customer satisfaction measurement metrics.
• Define and implement procedures and policies to ensure high-quality service delivery.
• Seek feedback and follow up on information from customers.
• Communicate customers’ perception of value and quality to the business.
• Identify bugs in the product, improvements to product features or functionality, and enhancements to inbuilt support functionality.
• Participate directly in the product design process to identify gaps between customer expectations and product design.

Requirements

• Leadership Mastery: 2+ years of people leadership experience, preferably within a high-volume, high-growth, and complex servicing environment like FinTech, Tech, or SaaS.
• Data & Communication Expertise: Ability to analyze operational dashboards to make data-driven decisions and exceptional presentation skills to share insights and generate stakeholder buy-in.

Soft Skills & Mindset

• Human-Centric Retention Mindset: Committed to retaining both high-value customers and team members, prioritizing work-life balance and engagement.
• Extreme Ownership: Take immense pride in accountability, empowering specialists to deliver exemplary outcomes and resolving systemic obstacles.
• Coach & Change Leader: Guide others through change, using active listening and empathy to mentor critical thinking, overcome resistance, and foster a culture of adaptability.

We Offer

• Competitive salary up to INR 1,200,000 per year.
• Full-time position.
• Opportunity to work in a diverse, equitable, and inclusive environment.

About the Company

Wise is a global technology company on a mission to make it incredibly easy and cheap to move and access money across borders. We believe in creating a world where everyone, everywhere, can move and manage their money without borders, judgement, or prejudice. Our international team celebrates our differences and ensures every Wiser feels respected, empowered, and able to progress in their careers.

For more information about working at Wise, visit Wise.Jobs.

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