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Customer Support Site Lead

2 weeks ago

Bangkok, Bangkok, Thailand Wise Full time ฿1,200,000 - ฿2,400,000 per year

Company Description

Wise 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 Description

A Customer Support Site Lead role is one-of-a-kind, as you will have dual responsibility as CS Senior Team Lead and CS Thailand site lead in collaboration with Wise Support Functions, implements policies and procedures that continuously improve the utilization, quality and cost efficiency of the assigned group of agents.

Senior Team Lead Responsibilities

As the Senior Team Lead in Bangkok, you'll report directly to the APAC Consumer Regional Lead based in Singapore, working closely with the local product, banking and compliance team while cooperating with the various CS support functions like Training, WFM, QA, and more.

  • You'll be meaningfully moving metrics including case resolution time, % first time resolution, cSAT/Customer Effort Score and our CS cost per transfer.
  • You will work with our Support leadership and product counterparts to build a scalable model that aligns the product approach with considerations of location and language strategy, talent planning, hiring capacity, outsourcing opportunities, specialization and cost modeling while ensuring an impactful product quality feedback loop.

Operations

  • Ensure that the site provides good customer experience and meet our KPIs
  • Identifies opportunities for site performance improvement and ensure actionable and impactful plans via an effective planning process
  • Validate forecast data, set headcount targets, review and set strategic goals for your site.

People management

  • Support CS agents engagement and motivation
  • Ensure the CS teams are equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks
  • Provide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for senior leads, approve compensation changes for senior leads/area leads

Site Lead Responsibilities:

  • You will be part of the Bangkok office leadership team, ensuring the wise culture is properly distilled and maintained
  • You will be responsible for hiring, developing, and retaining CS talent
  • You will oversee day-to-day operations across the CS teams
  • You will ensure the site is running efficiently, including smooth onboarding experiences and office attendance, working cross functionally with our including training, people, and workplace teams
  • You will develop and implement business continuity plans (BCP) to handle unexpected situations such as service disruptions, equipment breakdowns, ensuring there is a contingency plan in place
  • You will represent the Bangkok Site providing regular updates to APAC or Global wise stakeholders on CS operations performance, achievements and/or areas for improvement, staffing requirements, and other continuous improvement initiatives
  • You will participate in industry events, promoting the wise brand
  • You will ensure compliance with local regulations and employment laws, taking part in internal and external audits (where applicable)
  • You will be the bridge between banking, product, engineering, and servicing, implementing product rollouts or remediations for the Thailand market

Qualifications

  • You have experience managing managers, and indirect reports in various different timezones/countries. Working with BPOs and outsourced teams is a plus
  • You are fluent in English (verbal and written) and native Thai
  • You're tactical and data driven. You analyze and identify trends and blockers and take appropriate action. You have exceptional analytical skills and you're comfortable working with large amounts of data. You're good at presenting findings and have experience in establishing and tracking metrics
  • You're passionate about leading people, building teams, and making a difference for people in your work
  • You've worked internationally, cross-team, or cross-geo before, so you'll quickly pick up on how best to communicate effectively across different cultures and time zones
  • You're strategic. You think strategically and translate strategy into operational plans and business results
  • You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization
  • You understand operations. You have experience of working with operational teams (ideally in Fintech), and how to work with people and processes as well as products

Additional Information

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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