Customer Support Area Lead directs and manages an assigned group of Wise Customer Support teams, including their objectives and initiatives. Responsible for the assigned group of customer support teams productivity, quality and staffing in accordance to required demand.
A Customer Support Area Lead, in collaboration with Wise Support Functions, implements policies and procedures that continuously improve the utilisation, quality and cost efficiency of the assigned group of CS teams.
Additionally, Customer Support Area Lead manages resource allocation decision-making and planning for a given group of Customer Support Senior Team Leads. Aligns group of CS teams operations activities and initiatives to support and enhances the objectives of the wider CS Organisation
Ensures adherence to Regional, Global CS and Wise operational standards. Creates operational strategies and specific objectives for the sub-functions and runs local budgets/policies/procedures to support the operational infrastructure. Approves and participates in developing Wise culture, process and performance improvements for the assigned teams.
Job scope usually includes either leading Wise Customer Support in a particular location (office) to ensure its appropriate staffing, employee engagement and full compliance with local country regulations or leading a group of cross-office teams for a specific customer problem or segment with similar functions of appropriate staffing and employee engagement.
Reports to the Consumer Customer Support Regional Lead or Head of Business Customer Support.