Global CS Lead - Account Specialists

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Global CS Lead - Account SpecialistsFull-time Compensation: GBP 74000 - GBP 96000 - 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 DescriptionAbout the Role We're looking for an exceptional leader to drive world-class customer care for Wise's highest-value customers. In this role, you'll establish and lead a global support structure that delivers extreme operational excellence, ensuring consistent SLA adherence across all regions while meeting regulatory requirements. Success means balancing customer resolution, speed, retention, revenue growth, and product adoption—all while keeping the customer at the heart of every decision.Key Responsibilities Commercial ExcellenceTransform service into a revenue engine through insight-led upsellsUse data analytics to shift from reactive support to proactive growthBuild consultative partnerships that drive retention and expansionDesign multi-tiered engagement models optimising cost-to-serveStrategic PlanningDevelop 12-month operational strategy aligned with long-term goalsDeploy strategic plans and manage stakeholder expectationsEstablish global support delivery across all Wise regionsCreate scalable, affordable models supporting pricing strategyOperationsEnhance productivity, quality, and first contact resolutionUse customer insights and root cause analytics for improvementsManage resource utilisation and workforce planningDrive continuous improvement and change managementLead cross-functional stakeholder conversationsPeople LeadershipProvide effective coaching through regular 1-1sGrow and develop globally distributed teamsSet actionable goals enabling team growthEnsure operational continuity during your absenceCollaborationPartner with Scaling Service, WFM, Vendor Management, and Product teamsWork cross-functionally with KYC, FinCrime, PayOps, and othersAlign resources with business objectives and service levelsCapacity ManagementCollaborate on staffing, recruiting, and retention strategyDevelop hiring and talent management best practicesEnsure compliance with local employment lawsMaintain required headcount through effective planningQualificationsExperience Required Leadership Scale:Experience managing 6+ direct reports and leading teams of 50+ globallyProven track record scaling teams (ideally from 50 to 70+)Leading leaders globally or across multiple regionsGeographical & Operational:Experience coordinating across multiple regions and time zonesAbility to act as a single figurehead while accommodating regional nuances across Singapore, Austin, Tallinn, Budapest, and São PauloMetric & Performance Management:Expertise managing KPIs including contribution margin, reach rate, and cohort expansionData-driven decision-making with strong analytical capabilitiesTrack record of driving commercial outcomes through service excellenceIndustry Background:Sales-through-service mentality with customer services or customer success backgroundSolid understanding of KYC principles and compliance requirementsDeep industry knowledge and competitive awarenessMindset & Approach:Customer-centric with commercial acumenStrategic problem-solver with exceptional communication skillsDynamic adaptability in fast-paced, shifting environmentsProcess-driven yet agile and flexible to changeDetail-focused with ability to see the bigger pictureProfessional approach and growth mindset are critical What to ExpectTravel: Regular travel, potentially for extended...