The purpose of this role is to do all that is necessary to ensure that our customers receive world class customer care and in an effortless way.
The customers supported by your teams are Wise’s highest value customers, in the sense that they bring in most revenue to Wise. Therefore, the need for extreme operational excellence is needed.
As such, success in this role is measured by customer resolution, speed of reaction, retention & SLA adherence, revenue and production adoption (as well as other metrics). Furthermore, being able to establish a global support structure that enables consistent SLA adherence wherever the customer is located. To that end it is also fundamental to ensure appropriate structure for any regulatory requirements that the customers market dictates.
It is essential in this role to be very comfortable operating independently but also knowing when to cut across Operations, Product, Regional product, WFM, Engineering, QA etc. It is critical to be comfortable engaging, influencing and aligning with stakeholders across the company. Furthermore to be process driven, agile and flexible to change. Moreover, being detail focused and data minded in decisions - with the customer at the heart of decision making.
To ensure that best practice sharing and capacity leverage is enabled across the team. As well as scaling teams globally. As such leadership experience is a must.
Responsibilities
Commercial Acumen:
- Value-Led Revenue Growth: Transform the service team into a commercial engine by coaching "insight-led" upsells—identifying customer gaps and filling them with high-value solutions that drive both retention and expansion.
- Analytical Opportunity Mapping: Utilize CRM health signals and usage data to transition from reactive support to proactive growth; ensuring resource allocation is prioritized where the revenue potential and customer need overlap.
- Consultative Negotiation: Instill a "Commercial Partner" mindset, moving the team beyond troubleshooting to high-stakes value communication—effectively neutralizing churn by making the product indispensable.
- Service Architecture: Design a multi-tiered engagement model (High-Touch to Tech-Touch) that optimizes the cost-to-serve while ensuring every customer receives the exact level of service required to trigger their next growth milestone.
Planning:
- Ensures collaborative resources and operational strategy is in place with a 12-month horizon which is aligned with the servicing long term strategic goals and forecasts.
- Ensures deployment and implementation of strategic plan into action in accordance with the defined Customer Segment Strategy. Pulling the resources into line to establish this and managing expectations along the journey.
- Establishes and co-owns global support service delivery across all regions within Wise account specialist support. These service teams will report to you but also will sit within their respective regions. As such you must work closely with each region to ensure operational resources are delivered.
- Must be operationally and emotionally resilient to if needed return to the ‘drawing board’ frequently repeatedly in the pursuit of delivery excellence.
- Ensuring a functional, scalable model, however, is also affordable. Understanding the cost to serve, cost to scale and thereby establishing some level of cost basis in order to support the customer pricing strategy (as and when is needed)
Operations:
- Enhance the Productivity, Quality, First Contact Resolution for the assigned teams with regional leadership.
- Use Customer Insight and Root Cause Analytics to identify potential improvements in a defined area. Gain deep understanding of the customer -value, preferences, current performance, expectations and pain points.
- Define, negotiate and agree the effective utilization of resources in line with service specifications, working with, or being responsible for resource with planning, analyst and reporting team to plan the required resource in conjunction with business objectives and service level agreements.
- Continually support improvements and change management.
- Ensure scalable operational delivery in accordance with expected future demand.
- Get the resources and drive implementation of the different elements of the segments.
- Translate the service design into implementation, mapping out the road map and timekeeping against this.
- Must be comfortable leading the conversation with a number of stakeholders and enforcing a critical path.
- Whilst the team is Customer first, it must remain cognizant of the other business lines and would need to be prepared to support if there is a critical business need.
People management
- Provides effective feedback via regular 1-1s.
- Coach, grow (where needed) and lead a globally based team.
- Support Team Leaders in setting actionable goals that enable their growth in Wise.
- Must be able to enable onward operations of the segment when you are out of office (PTO, Sabbatical etc).
Relationship management
- Working with, but not limited to, Scaling Service and Experience team, Workforce Management and Scheduling Team, Vendor Management Team and the Product Team to plan the required resource aligned with business objectives and service levels.
- Working cross functionally within servicing, KYC, FinCrime, PayOps etc to establish, drive and maintain segmentational servicing and deliverables for High Value customers.
Capacity management
- Collaborates with CS Operations leadership to understand the organisation's goals and strategy related to staffing, recruiting, and retention.
- Identifies staffing and recruiting needs and opportunities in accordance to CS hiring forecast; develops and executes best practices for hiring and talent management in collaboration with Recruitment team.
- Plans, leads, develops, coordinates, and implements policies, processes, team training, initiatives, and surveys to achieve and maintain the required headcount for the assigned location or group of teams.
- Monitors and ensures the organisation's compliance with local employment laws and regulations, and recommended best practices; reviews and modifies policies and practices to maintain compliance.
Qualifications:
- Leadership Experience: Proven leadership experience, leading leads (ideally on a global or cross regional scale). Must be a sales through service minded leader who has worked in customer services or customer success.
- Customer-Centric Mindset: A strong focus on customer satisfaction and the ability to instill this mindset within your team.
- Strategic Problem-Solving: Excellent problem-solving skills with the ability to think strategically and anticipate challenges.
- Exceptional Communication: Outstanding communication skills to clearly explain complex concepts to both customers and your team. Demonstrates the capacity to articulate complex concepts in a manner accessible to customers, fostering strong connections.
- Attention to Detail: Great attention to detail and a solid understanding of KYC principles, with the ability to identify compliance-related red flags and behaviors and guide your team in mitigating risks. Capable of instilling this mindset within your team.
- Dynamic Adaptability: Ability to thrive in a dynamic, fast-paced environment where priorities can shift, requiring agility in leading your team through varied tasks.
- Analytical & Critical Thinking: Strong analytical and critical thinking skills to make data-driven decisions and guide your team effectively under pressure. You'll need to be decisive and accountable, driving team results and empowering your team members to take responsibility.
- Industry Knowledge: Ensure your team stays informed about industry trends, market shifts and competitors’ landscape, translating these insights into actionable strategies for enhanced client interactions and recommendations.
- Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts.
- Must be comfortable with travel, given this is a global role, the person would at times need to travel and potentially for extended periods.
- Be it a global role you should be prepared to have to adapt at times to some changing time zones (working with APAC, EMEA, NorthAM/LatAm)
- This is a very data driven role, being comfortable with data should be second nature.
- This is a hybrid position located in São Paulo, Brazil, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation.
- You’re eligible to work in Brazil, we cannot sponsor Visas for this role.
- Please submit your Resume in English.
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs.
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