Opportunity at
WiseCustomer Support Team Lead
Wise seeks a Customer Support Team Lead for an on-site position in Hyderabad. In this role, the successful candidate will direct the customer support division, establishing…
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About This Role
Wise seeks a Customer Support Team Lead for an on-site position in Hyderabad. In this role, the successful candidate will direct the customer support division, establishing compliance standards and operating processes to ensure professional handling of all inquiries. This human-centric position involves acting as a customer advocate, keeping support staff motivated and equipped, and relaying consumer feedback directly to product teams to help resolve bugs and improve functionality. The ideal…
Job Description
Wise seeks a Customer Support Team Lead for an on-site position in Hyderabad. In this role, the successful candidate will direct the customer support division, establishing compliance standards and operating processes to ensure professional handling of all inquiries. This human-centric position involves acting as a customer advocate, keeping support staff motivated and equipped, and relaying consumer feedback directly to product teams to help resolve bugs and improve functionality.
The ideal professional possesses a strong background in team leadership within fast-paced industries and combines emotional intelligence with data-driven decision-making. Responsibilities include auditing communication channels, monitoring support tickets, adhering to service level agreements, and defining policies that elevate service quality. Wise operates as an international organization dedicated to building borderless money services while fostering an inclusive, diverse workplace culture where team members can progress in their careers.
Responsibilities
- Manage the customer support team and establish quality compliance processes
- Ensure inquiries are handled efficiently and professionally
- Equip support staff with necessary tools and software
- Collaborate with other departments to meet customer objectives
- Monitor resolution turnaround times and independent problem-solving capabilities
- Conduct regular audits of communications and provide targeted training
- Assign and monitor support tickets while implementing escalation procedures
- Develop and measure customer satisfaction metrics
- Communicate customer feedback and product bug reports to the business
- Participate in product design to reduce customer support friction
Requirements
- Bring at least 2 years of people leadership experience in high-volume, high-growth environments like FinTech, Tech, or SaaS
- Demonstrate data analysis skills using operational dashboards
- Possess presentation skills to secure stakeholder buy-in
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and remote status of this role?
This is an on-site position located in Hyderabad.
What is the employment type?
The posting specifies full-time employment.
What leadership experience is required?
Candidates must have at least two years of people leadership experience, ideally within high-growth, high-volume sectors such as FinTech, SaaS, or technology.
What is the salary for this position?
The job posting does not specify the salary.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
