Wise Platform Enterprise Team Lead is a leadership and operations role focused on delivering a seamless experience for Wise Platform's business-to-business partners. You will lead and develop a team of up to 10 Enterprise Support Specialists, driving data-driven improvements, SLAs, and cross-functional collaboration.

Responsibilities

Qualifications:

Team Leadership and Development: act as coach, mentor, and manager; set clear performance and quality targets (KPIs); track progress; identify skill gaps; provide training; hire and onboard new team members; conduct regular one-on-one meetings and performance reviews.
Operational Management: ensure the team handles inquiries and complaints; meet service level agreements (SLAs); manage work schedules for global coverage; balance on-call duties as needed; serve as account owner for long-tail Wise Platform accounts.
Data and Insights: collect and analyze partner feedback; present insights to the wider Wise Platform team (Customer Success, Account Management, Servicing) to influence product and process changes that enhance the partner experience.
Strategic Collaboration: work cross-functionally to ensure feedback and data inform business decisions and product roadmaps; advocate for partners and convey their needs to internal stakeholders.
Leadership: at least 1 year of leading small to medium-sized teams.
Analytics: strong ability to work with partner data, derive actionable insights, and drive improvements.
Project Management: define goals, create timelines, allocate resources, and ensure timely delivery.
Complex

About the role

Wise Platform Enterprise Team Lead is a leadership and operations role focused on delivering a seamless experience for Wise Platform's business-to-business partners. You will lead and develop a team of up to 10 Enterprise Support Specialists, driving data-driven improvements, SLAs, and cross-functional collaboration.

Responsibilities

Qualifications:

Team Leadership and Development: act as coach, mentor, and manager; set clear performance and quality targets (KPIs); track progress; identify skill gaps; provide training; hire and onboard new team members; conduct regular one-on-one meetings and performance reviews.
Operational Management: ensure the team handles inquiries and complaints; meet service level agreements (SLAs); manage work schedules for global coverage; balance on-call duties as needed; serve as account owner for long-tail Wise Platform accounts.
Data and Insights: collect and analyze partner feedback; present insights to the wider Wise Platform team (Customer Success, Account Management, Servicing) to influence product and process changes that enhance the partner experience.
Strategic Collaboration: work cross-functionally to ensure feedback and data inform business decisions and product roadmaps; advocate for partners and convey their needs to internal stakeholders.
Leadership: at least 1 year of leading small to medium-sized teams.
Analytics: strong ability to work with partner data, derive actionable insights, and drive improvements.
Project Management: define goals, create timelines, allocate resources, and ensure timely delivery.
Complex

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