Business Customer Support Team Lead

Job Description

The Customer Support Team Lead (CSTL) is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first, while providing continuous feedback from customers to various product teams

.The CSTL will provide leadership to the Customer Support Team. Establish and maintain Quality Assurance, Quality Control and other processes required for an exceptional level of customer support. Customer Support Team is the primary point of contact for the Wise customers and forms a large part of the company’s profile. As such, all enquiries to Customer Support need to be acted upon with efficiency and professionalism

.It is the CSTL’s primary responsibility to ensure that expectations are clearly set and that members of the Customer Support team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow

.The CSTL will ensure that customer service is maintained by:

• Liaising with the relevant departments to ensure that customer objectives are being me
• tEnsuring a high level of product knowledge within Customer Support team members as evidenced through turnaround time of issues and ability of Customer Support to resolve issues independentl
• yEnsuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communication
• sEnsuring that regular audits of communications are performed and that appropriate training is provided to personnel in this are
• aAssigning and monitoring the customer support tickets and implementing action plans and escalation procedures to address problematic area
• sDeveloping and maintaining customer satisfaction measurement metric
• sDefining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA’
• sSeeking feedback and following up information from customer

sAlso, communicating the customers’ perception of value and quality to the business and identifying

• :Any bugs in the product that result in issues for the custome
• rAny improvements that could be made to the product itself – its features or functionality – to bring it more in line with what the customer defines as quality or valu
• eAny improvements to the product’s inbuilt support functionality that could reduce customer frustration / the need to make a support cal
• lParticipate directly in the product design process, to identify gaps between customer expectations and product design as early as possibl
• eThe CSTL is primarily responsible for the implementation and maintenance of a Customer Support Team within the Wise
• .The CSTL will be the customer advocate, ensuring that all customer support requests (be they internal or external) are followed up in a timely fashion, while performing Quality Assurance and Quality Control on customer service requests ongoing

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Additional informati

on
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 inclusi

ve.We're proud to have a truly international team, and we celebrate our differenc

es.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 caree

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