Account Specialist Team Lead at Wise

Singapore

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SGD 92,400 – SGD 111,600Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Proven experience in a team leadership or senior customer success role, preferably within a fast-paced, high-growth environment
A strong focus on customer satisfaction and the ability to instill this mindset within your team
Excellent problem-solving skills with the ability to think strategically and anticipate challenges
Outstanding communication skills to clearly explain complex concepts to both customers and your team, demonstrating the capacity to articulate complex concepts in a manner accessible to customers

Responsibilities

Lead, mentor, and coach a team of Account Specialists, fostering a culture of excellence in customer service and growth; conduct regular feedback sessions and performance reviews to support individual development plans
Analyse team performance data to identify areas for improvement and implement strategies to optimise customer engagement and satisfaction, monitoring KPIs such as adherence to SLAs (E2E resolution rate and reach speed), quality assurance, and portfolio health (retention and growth)
Oversee strategies to enhance customer retention and upsell opportunities; guide the team in identifying upsell opportunities and increasing volume from existing customers
Address customer challenges to improve trust, transparency, speed in resolving account checks, awareness and adoption of Wise’s products, share of wallet, service delivery standards, and operational challenges
Address team challenges by leading management of a growing portfolio, overseeing training for product and compliance knowledge, and increasing proactive customer engagement
Develop and implement strategies for the team to proactively reach out to their assigned book of business, ensuring timely interventions to prevent churn and facilitate growth of wallet share
Ensure the team provides exceptional onboarding experiences, guiding businesses through compliance and product implementation for long-term success
Manage your own portfolio of key customers and step in to manage any business from the team's portfolio
Facilitate effective collaboration with internal teams such as Product, Marketing, Compliance, Servicing, and Business Operations to integrate customer feedback into product development and service improvements

Skills

Team Leadership

Performance Management

Customer Retention

Upselling

Coaching

Mentoring

SLA Management

Quality Assurance

Data Analysis

Customer Engagement

Wise

Facilitates low-cost international money transfers

About Wise

Wise focuses on international money transfers, providing a low-cost alternative to traditional banks. It uses a peer-to-peer system to match transfers between users in different countries, which helps reduce fees and offers better exchange rates. Customers pay a small, transparent fee for each transaction, and Wise also offers a multi-currency account for managing funds in various currencies. The company aims to maintain high performance and reliability while ensuring transparency and trust with its users.

London, United KingdomHeadquarters

2011Year Founded

$385.5MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

PTO & annual leave

Work from home flexibility

Parental leave

Medical insurance plans

Health & wellbeing discounts

Pension & retirement plans

Social events

Relocation support

Risks

Increased competition from banks integrating Swift services could challenge Wise's market share.

Regulatory scrutiny following Stenn's collapse may increase pressure on Wise.

Bitcoin's low transaction fees could attract customers away from Wise's services.

Differentiation

Wise offers a peer-to-peer system for low-cost international money transfers.

The company provides a multi-currency account for ex-pats, freelancers, and travelers.

Wise's transparent fee structure attracts customers seeking cost-effective money transfer solutions.

Upsides

Partnership with Morgan Stanley enhances Wise's cross-border settlement capabilities.

Expansion into India's remittance market presents significant growth opportunities for Wise.

API integrations offer additional revenue streams and market penetration for Wise.

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