Social Media Customer Support Senior Team Lead

Social Media Customer Support Senior Team Lead

We’re looking for an amazing Social Media Customer Support Senior Team Lead to join our growing team in Austin, Texas. This role is a unique opportunity to have an impact on Wise’s mission to scale our rapidly growing Social Media Customer Support operations to help millions more potential customers save money by using our services.

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 $75,500 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

The projected start date for this role is May 30, 2023. This is a hybrid position located in Austin, Texas and not fully remote.

Your mission:

Your mission is to build strong teams and processes that put our customers first, while providing continuous feedback from customers to various product teams. Here’s how you’ll be contributing to the Social Media Customer Support team:

• Develop, build, and maintain a strong team of up to 3 direct reports (team leads) and 36 indirect reports (social media customer support agents)
• Help your team find their path in Wise and set them up for success including career and internal CS growth
• Help set and report against monthly and quarterly performance targets, communicate key insights and obstacles to the teams and the broader company
• Work closely with Marketing teams and other Customer Support teams across the world, and Wise product teams to identify ways to improve experience while reducing customer contacts through product changes
• Increase quality, effectiveness and efficiency within Social Media Customer Support as well as collaboration and communication between functions and teams
• Help your team focus on why they’re doing what they’re doing, and make sure they can see how their work helps to bring us closer to our mission
• Build the team’s culture by living our values on a daily basis

A bit about you:

• You have 2 years of customer support leadership experience, ideally being the lead of leads
• 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:

• 💵 $75,500 annual starting salary
• 🚀 RSU's in