Total Service Account Specialist Team Lead at Wise

São Paulo, State of São Paulo, Brazil

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

FintechIndustries

Requirements

Proven experience in a team leadership or senior customer success role, preferably within a fast-paced, high-growth environment, with a track record of successfully growing accounts and coaching others
Experience with domestic and cross-border payment systems (e.g., SEPA, FPS, SWIFT) and familiarity with business and financial services landscapes
Strong customer-centric mindset with the ability to instill this value within a team
Analytical and strategic thinking skills, including excellent problem-solving, anticipating challenges, and making data-driven decisions
Exceptional communication skills to clearly explain complex concepts to customers and team members
Strong attention to detail and solid understanding of KYC principles, with ability to identify compliance-related red flags and guide a team in mitigation

Responsibilities

Lead, mentor, and coach a team of Account Specialists (up to 12 FTEs), fostering a culture of excellence in customer service and growth; conduct regular feedback sessions and performance reviews to support individual development plans
Analyze team performance data to identify areas for improvement and implement strategies to optimize customer engagement and satisfaction, focusing on metrics like SLA adherence, quality assurance, retention, and growth
Oversee and guide team strategies to enhance customer retention, identify upsell opportunities, and increase volume from existing customers
Address customer challenges to improve trust, transparency, and speed in resolving account checks; guide the team to improve customer awareness and adoption of Wise’s products, close gaps to increase share of wallet, and manage operational challenges
Develop and implement strategies for the team to proactively manage their assigned book of business, ensuring timely interventions to prevent churn and facilitate growth
Ensure the team provides exceptional onboarding experiences, guiding businesses through compliance and product implementation; 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, and Operations to integrate customer feedback into product development and service improvements

Skills

Team Leadership

Mentoring

Coaching

Performance Management

Data Analysis

Customer Retention

Upsell Strategies

SLA Adherence

Quality Assurance

Problem Solving

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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