Opportunity at
WiseGlobal Complaints Team Lead
Wise seeks a Global Complaints Team Lead based in Budapest to manage and develop a growing team of Business Complaints Officers. In this position, the professional…
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About This Role
Wise seeks a Global Complaints Team Lead based in Budapest to manage and develop a growing team of Business Complaints Officers. In this position, the professional will drive exceptional customer service, handle sensitive escalations, and generate actionable insights from complaint data to influence product and process changes across the company. Wise operates as a financial technology firm on a mission to make money transfer transparent, fair, and fast for users…
Job Description
Wise seeks a Global Complaints Team Lead based in Budapest to manage and develop a growing team of Business Complaints Officers. In this position, the professional will drive exceptional customer service, handle sensitive escalations, and generate actionable insights from complaint data to influence product and process changes across the company. Wise operates as a financial technology firm on a mission to make money transfer transparent, fair, and fast for users globally.
This role suits an experienced customer service leader who possesses strong analytical skills, regulatory awareness, and a commitment to fair customer outcomes. Responsibilities include overseeing daily operations, monitoring key performance indicators and service level agreements, conducting quality checks, and collaborating with cross-functional groups such as Operations, Product, Compliance, and Workforce Management. Candidates should note that visa sponsorship and relocation assistance are not available for this position.
Responsibilities
- Lead and develop a team of Business Complaints Officers in Budapest by managing daily operations and maintaining operational culture
- Coach staff members regarding complaint writing quality, regulatory requirements, and fair outcomes for customers
- Monitor team key performance indicators and service level agreement performance while acting as an escalation point for complex or high-risk cases
- Review case outputs, perform quality checks, and provide structured feedback to team members
- Analyze complaint data to identify trends and translate findings into insights for senior stakeholders and monthly business reviews
- Collaborate across departments including Operations, Product, Compliance, and Workforce Management to address systemic issues
- Engage with regulatory bodies when necessary and represent the complaints team in senior strategic forums
Requirements
- Have at least 12 months of experience as a Complaints Specialist, or 24 months of experience as a Complaints Officer or in a senior or leadership role within customer service or complaints handling
- Demonstrate ability to analyze data, spot trends, and turn insights into action
- Communicate clearly and adapt messaging for different audiences ranging from frontline staff to senior leadership
- Manage workloads with organization and precision
- Demonstrate familiarity with Zendesk, Looker, or similar tools, or show eagerness to build capability with them
Core Skills
Benefits
- Gross monthly salary ranging from 1,120,000 HUF to 1,440,000 HUF
- Restricted Stock Units
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
This role is based in Budapest.
What is the salary for the Global Complaints Team Lead role?
The gross monthly salary ranges from 1,120,000 HUF to 1,440,000 HUF, accompanied by Restricted Stock Units.
Does Wise offer visa sponsorship or relocation assistance for this position?
No, Wise is unfortunately unable to offer sponsorship or relocation for this role.
What experience is required for applicants?
Applicants must have at least 12 months of experience as a Complaints Specialist or 24 months of experience as a Complaints Officer or in a senior or leadership role within customer service or complaints handling.
Sample Interview Questions
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