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Company Name : Wise
Location : Tampa, FL
Position : Customer Support Team Lead – NorthAm
Job Description : Customer Support Team Lead
We are looking for a Team Lead to grow and develop our new Customer Support teams in Tampa, Florida! You will play a crucial role in defining the culture of Wise in our Tampa office, by building and leading our CS teams there. Are you passionate about providing an exceptional customer experience, creating growth opportunities for your team, and working in a transparent and autonomous environment? Keep reading!
Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking.
You’ll receive a competitive package including a starting salary of $52,400 annually + Restricted Stock Units (RSUs) in a profitable company + best in class benefits! (more info below )
Read more about our open roles and Wise here: https://www.wise.jobs
Your mission:
Your mission is to help customers have an excellent experience with Wise via phone, email, or chat lines. This isn’t your normal call center – we do things differently – and our Team Leads support our Customer Support Associates in helping millions more potential customers save money by using Wise!
Develop and lead a strong team of up to 12 CS agents to provide world-class support to our customers
Help your team find their path in Wise and set them up for success including career and internal CS growth
Work with the Wise product teams, to identify ways to improve the customer support experience while reducing customer contacts through product changes
Increase quality, effectiveness, and efficiency within Customer Support, as well as collaborate and communicate between varied Wise functions and teams to align best business practices
Help your team focus on why they’re doing what they’re doing, and also make sure they can see how their work brings us closer to our mission
Build your team’s culture and set a great example by living our values on a daily basis
A bit about you:
You have 1-3 years of customer support leadership experience, ideally in a high contact volume environment
You’re passionate. About customer experience, technology, leading people, and building teams. These aren’t just lines on a job description, you genuinely enjoy your work
You’re reliable. You’ve got the ability to multi-task and you take responsibility in challenging situations. You can effectively manage, delegate, and oversee cross-team projects, no sweat
You’re data-driven. You can dive into numbers to support process improvements, prioritization, and forecasting – both with your local teams and in support of global projects
You’re a self-starter. With a proven track record of taking individual ownership and responsibilities beyond your main daily duties, you’ve also got a well-tuned radar for finding areas of improvement and then you get things done!
You’re an exceptional communicator. With your listening skills and cross-team communication, nothing falls through the cracks. You’re a master presenter, and you’re calm and comfortable when either giving or receiving feedback
You’re customer-focused. This should go without saying, but this is your guiding light. You always have the customer’s best interest in mind and you cultivate this mindset into your teams
Most importantly – you understand that having a great working culture is everyone’s responsibility, so you treat everyone with respect, you always give a helping hand, and you let our values guide you
Also…
You’ve got at least a high school diploma or GED equivalent
Any additional languages are always welcome!
Must already be legally authorized to work in the US, we cannot provide Visa sponsorship for this role
Key benefits:
$52,400 annual starting salary
Restricted Stock Units (RSUs) package
Medical, dental, & vision insurance – including HSA and FSA options
Company-paid: Life Insurance, Short & Long-Term Disability, and an EAP program
25 days of PTO + 15 paid sick days + 11 paid banking holidays + 5 paid compassionate leave days + 3 paid “Me” days + a paid volunteer day, annually
18-weeks of paid parental leave, after a year with us
6-week paid sabbatical after 4 years with us
401k with up to a 4% employer match
Hybrid working – up to 3 days/week working from home, the other 2 days in the office
Click HERE for more info on benefits
We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.
And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.
This post is listed Under Florida jobs
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