Global CS Lead - Account Specialists
Job Description
hackajob is collaborating with Wise to connect them with exceptional professionals for this role.
Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below.
Company Description
Wise is a global technology company, building the best way to move and manage the world's money.
Min fees. Max ease. Full speed.
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and what we offer.
Job Description
About the Role
We're looking for an exceptional leader to drive world-class customer care for Wise's highest-value customers. In this role, you'll establish and lead a global support structure that delivers extreme operational excellence, ensuring consistent SLA adherence across all regions while meeting regulatory requirements.
Success means balancing customer resolution, speed, retention, revenue growth, and product adoption—all while keeping the customer at the heart of every decision.
Key Responsibilities
Commercial Excellence
Transform service into a revenue engine through insight-led upsells
Use data analytics to shift from reactive support to proactive growth
Build consultative partnerships that drive retention and expansion
Design multi-tiered engagement models optimising cost-to-serve
Strategic Planning
Develop 12-month operational strategy aligned with long-term goals
Deploy strategic plans and manage stakeholder expectations
Establish global support delivery across all Wise regions
Create scalable, affordable models supporting pricing strategy
Operations
Enhance productivity, quality, and first contact resolution
Use customer insights and root cause analytics for improvements
Manage resource utilisation and workforce planning
Drive continuous improvement and change management
Lead cross-functional stakeholder conversations
People Leadership
Provide effective coaching through regular 1-1s
Grow and develop globally distributed teams
Set actionable goals enabling team growth
Ensure operational continuity during your absence
Collaboration
Partner with Scaling Service, WFM, Vendor Management, and Product teams
Work cross-functionally with KYC, FinCrime, PayOps, and others
Align resources with business objectives and service levels
Capacity Management
Collaborate on staffing, recruiting, and retention strategy
Develop hiring and talent management best practices
Ensure compliance with local employment laws
Maintain required headcount through effective planning
Qualifications
Experience Required
Leadership Scale:
Experience managing 6+ direct reports and leading teams of 50+ globally
Proven track record scaling teams (ideally from 50 to 70+)
Leading leaders globally or across multiple regions
Geographical & Operational:
Experience coordinating across multiple regions and time zones
Ability to act as a single figurehead while accommodating regional nuances across Singapore, Austin, Tallinn, Budapest, and São Paulo
Metric & Performance Management:
Expertise managing KPIs including contribution margin, reach rate, and cohort expansion
Data-driven decision-making with strong analytical capabilities
Track record of driving commercial outcomes through service excellence
Industry Background:
Sales-through-service mentality with customer services or customer success background
Solid understanding of KYC principles and compliance requirements
Deep industry knowledge and competitive awareness
Mindset & Approach:
Customer-centric with commercial acumen
Strategic problem-solver with exceptional communication skills
Dynamic adaptability in fast-paced, shifting environments
Process-driven yet agile and flexible to change
Detail-focused with ability to see the bigger picture
Professional approach and growth mindset are critical
What to Expect
Travel: Regular travel, potentially for extended periods
Flexibility: Adaptability to different time zones (APAC, EMEA, Americas)
Data-Driven: Comfort with data analysis is essential
Global Coordination: Act as the central point of contact across 5 regional hubs
Additional Information
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 inclusive.
We're proud to have a truly international team, and we celebrate our differences.
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 careers.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs. xcunqrw
Keep up to date with life at Wise by following us on LinkedIn and Instagram.