Customer Support Team Lead (Night Shifts)

In the Customer Support Team Lead role we define the job purpose through 3 pillars that are connected to Wise values:

DELIVER (We get it done) Focus on execution, results, and operational excellence, always with a disruptive, improvement-focused mindset.

Key Responsibilities:
● Product and Customer Knowledge: Procedural expertise in Customer Support tools, policies and case handling processes. Strong understanding of customer expectations to help coach agents to solve cases appropriately.
● Complex Case Resolution: Drive the team’s ability to handle complex cases independently through targeted training and delegation. Actively monitor complex contact resolution and case handling, ensuring the team resolves cases end-to-end.
● Data driven analysis: Analyse performance patterns and use analytical tools to make informed decisions regarding individual and team targets. Identify patterns in customer behaviours and link to potential product gaps. Conduct deep-dive root cause analysis on low resolution areas to bridge the gap between agent performance and customer perception.
● Process Optimisation: Proactively identify opportunities for performance improvement and optimise team workflows. Partner with cross-functional teams (Workforce Management, Quality Assurance, Knowledge Management) to remove blockers and improve processes.
● Incident Management: Support with the resolution of incidents efficiently. Includes communicating with affected customers, relevant internal teams and Senior Team Leads, and helping with the resolution process to minimise disruption.
● Innovation & Strategic Connection: Involvement in Taskforces (where possible) and other contribution to Global projects to initiate and implement change. Demonstrate understanding of how the team contributes to the wider ecosystem and operational health of the specific site.
● Strategic & Operational Planning: Ensure every team member understands their contribution to broader company objectives.
● Performance & KPI Management: Ensure every team member understands how their individual KPIs and metrics contribute to the broader company objectives. Monitor team performance against all service standards (Resolution Rate, Handling Time, Quality, Adherence), ensuring targets are met without compromising customer experience. Empower the team to hit targets by identifying performance gaps and providing real time coaching.
● Operational execution: Manage daily tasks using critical thinking to solve problems. Ensure team members are following and completing daily tasks, and find opportunities to optimise team workflows. ● AI-Agent Performance Management: Monitor the accuracy of automated triage and provide feedback to Product teams to refine AI-driven intent mapping.

DEVELOP (Customer>Team>Ego) Create an environment focused on ongoing development through knowledge sharing and feedback.

Key Responsibilities:

● Growth Mindset: Proactively identify growth opportunities by establishing robust Personal Development Plans (PDPs), that empower staff to set and achieve goals that align to their career aspirations and Wise ’s mission.
● Mentorship and Training: Facilitate continuous upskilling to ensure the team is equipped to cover all necessary tasks. Ensure agents have completed all mandatory training. Proactively manage the career glide-paths for L3 Specialists into Team Lead or Senior Specialist roles.
● Performance Management: Ability to adhere to performance management guidelines, including supporting agents through the salary increase process, and support agents to develop themselves. Understand when and how to initiate a formal process to manage performance issues.
● Culture of Excellence: Lead by example with correct tone of voice. Lead by example by embodying Wise values in every interaction. Responsible for setting the “Tone of Voice” for the team by maintaining a professional, transparent, and constructive atmosphere.
● Resource Management: Manage the assigned team budget