Head of Specialised Support

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Head of Specialised SupportFull-time Compensation: GBP 90000 - GBP 120000 - yearlyCompany DescriptionWise 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 DescriptionThe Head of Specialised Support is a high-impact senior leadership role responsible for the operational excellence, technical stability, and commercial growth of Wise’s most critical customer segments: Enterprise Banking Partners and High-Value Business Customers.This role leads a global, three-pronged organisation - comprising Account servicing, Enterprise Support, and Technical Integration Success - to deliver a seamless, world-class experience for some of Wise’s biggest clients. The successful candidate will transition the department from reactive troubleshooting to a proactive, data-driven engine, implementing professional Workforce Management (WFM) tools, industry-leading resolution times and sub-15-minute incident response protocols. Balancing "sales-through-service" commercial acumen with deep technical rigour, this leader ensures that our most complex global partnerships are supported by a scalable, resilient, and compliant operational framework.This is not a traditional support role; it is a hybrid of commercial strategy, technical engineering, and operational logistics. You will be responsible for providing our customers with the highest quality of dedicated support, whilst unlocking growth via product upsell and customised solutions.  You will ensure that Wise’s support infrastructure is a competitive, value-adding advantage for our customers rather than a cost center for the business. You must be as comfortable discussing complex issues from a technical support perspective  as you are discussing revenue retention with the Executive team. The Three Pillars of Specialised SupportThis leadership role oversees three distinct but interconnected global functions:Account Specialisation: High-touch, "sales-through-service" experts focused on relationship health, retention, and revenue expansion for our most valuable individual and business users.Enterprise Support: Dedicated operational experts ensuring consistent SLA adherence, regulatory compliance, and seamless onboarding for our large-scale Enterprise partners.Integration Success (IS): The technical support engine of the department, focused on integration health, proactive monitoring and alerting for technical issues, and rapid incident resolution for complex API and platform connections. Key Responsibilities1. Account Specialisation & Commercial AcumenValue-Led Revenue Growth: Transform the specialist team into a commercial engine by coaching "insight-led" upsells and proactive expansion.Service Architecture: Design multi-tiered engagement models (High-Touch to Tech-Touch) that optimize the cost-to-serve while triggering customer growth milestones.Segment Ownership: Align best-practice sharing and capacity leverage across the global team to ensure Wise's highest-value customers are managed with consistency.Commercial Mindset: Move the team beyond troubleshooting to high-stakes value communication, making the Wise product indispensable to the customer’s daily operations.2. Enterprise Support OperationsIndustry-leading Operational Excellence: Drive KPIs including First Contact Resolution (FCR), Quality, Speed of Reaction, and SLA adherence across globally distributed teams.Regulatory Governance: Ensure appropriate structures are in place for any regulatory requirements dictated by the partner's...