Customer Support Site Lead at Wise

Bangkok, Bangkok, Thailand

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Experience managing managers and indirect reports in various different timezones/countries (working with BPOs and outsourced teams is a plus)
Fluent in English (verbal and written) and native Thai
Tactical and data driven: analyze and identify trends and blockers and take appropriate action

Responsibilities

Report directly to the APAC Consumer Regional Lead, working closely with local product, banking, and compliance teams, and cooperating with CS support functions like Training, WFM, QA
Move metrics including case resolution time, % first time resolution, cSAT/Customer Effort Score, and CS cost per transfer
Work with Support leadership and product counterparts to build a scalable model aligning product approach with location/language strategy, talent planning, hiring capacity, outsourcing opportunities, specialization, cost modeling, and product quality feedback loop
Ensure the site provides good customer experience and meets KPIs
Identify opportunities for site performance improvement and ensure actionable and impactful plans via effective planning process
Validate forecast data, set headcount targets, review and set strategic goals for the site
Support CS agents' engagement and motivation
Ensure CS teams are equipped with necessary tools, trainings, and support for people management and operational tasks
Provide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for senior leads, approve compensation changes for senior leads/area leads
Be part of the Bangkok office leadership team, ensuring Wise culture is distilled and maintained
Hire, develop, and retain CS talent
Oversee day-to-day operations across CS teams
Ensure site runs efficiently, including smooth onboarding experiences and office attendance, working cross-functionally with training, people, and workplace teams
Develop and implement business continuity plans (BCP) for unexpected situations like service disruptions or equipment breakdowns
Represent the Bangkok Site with regular updates to APAC or Global Wise stakeholders on CS operations performance, achievements, areas for improvement, staffing requirements, and continuous improvement initiatives
Participate in industry events, promoting the Wise brand
Ensure compliance with local regulations and employment laws, participating in internal and external audits (where applicable)
Act as the bridge between banking, product, engineering, and servicing, implementing product rollouts or remediations for the Thailand market

Skills

Customer Support

Team Leadership

Operations Management

KPI Management

Workforce Planning

Quality Assurance

Forecasting

Performance Improvement

Talent Planning

Cost Modeling

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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