Wise Platform Enterprise Team Lead

About the role

You will manage a team of up to 10 Enterprise Support Specialists to ensure high-quality service for our business partners. This role balances direct personnel management with operational oversight and data-driven process improvement.

Key facts

What you'll do

• Coach and mentor team members, including hiring, onboarding, and conducting regular performance reviews.
• Set and monitor key performance indicators to ensure service level agreements are consistently met.
• Manage operational workflows, including shift scheduling for global coverage and on-call duties.
• Serve as the primary account owner for long-tail Wise Platform accounts.
• Analyze partner feedback and operational data to identify pain points and drive product or process improvements.
• Collaborate with Customer Success, Account Management, and Servicing teams to influence product roadmaps.
• Lead internal projects by defining goals, timelines, and resource allocation.
• Act as the escalation point for complex technical or operational issues.

Requirements

• Minimum 1 year of experience leading small to medium-sized teams.
• Expert proficiency in analyzing partner data to generate actionable business insights.
• Proven ability to manage projects from conception to completion.
• Strong problem-solving skills for diagnosing and resolving complex operational challenges.
• Excellent communication skills for managing stakeholders and presenting data-driven findings.
• Ability to adapt quickly to changing priorities in a fast-paced fintech environment.
• Must be able to work in a hybrid capacity from the Austin office at least 3 days per week.
• Must possess current authorization to work in the US.

Practical notes

• This role does not offer visa sponsorship.
• Candidates must be able to commute to the Austin office.