hackajob
Global CS Lead - Account Specialists
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Senior Director, Global Customer Care Strategy & Operations – Application Services
Wise is collaborating with Hackajob to identify exceptional professionals for this leadership role.
Company Description
Wise is a global technology company building the world’s most efficient way to transfer and manage money. Our mission is simple: make life easier and save money for everyone looking to move funds across borders.
At Wise, we’re reshaping the future of international payments, fostering a world where boundaries—geographical, financial, or cultural—don’t limit possibilities.
This role will help us redefine global customer care, creating a seamless, data-driven, and truly inclusive experience for our most valuable users.
About the Role
We’re seeking a highly experienced leader to elevate Wise’s customer care to new heights. In this ** Senior Director-level position**, your role is to design, implement, and scale a world-class support structure that delivers:
- Extreme operational excellence (met Service Level Agreement (SLA) targets)
- Regulatory compliance worldwide
- Unmatched customer retention, revenue growth, and product adoption
Every decision will be customer-centric, balancing speed, efficiency, and strategic growth. You will unify diverse global teams (spanning Singapore, Austin, Tallinn, Budapest, São Paulo) while aligning operations with forward-thinking commercial objectives.
Key Responsibilities
📌 Commercial Excellence
- Transform support into a revenue engine through data-led upselling and consultative growth strategies.
- Shift from reactive support to proactive growth, leveraging analytics to drive retention and expansion.
- Establish multi-tiered engagement models that optimise cost efficiency without sacrificing quality.
- Partner with Product and WFM teams to align customer needs with service offerings.
📊 Strategic Planning
- Develop a 12-month operational blueprint, aligned with three- to five-year company goals.
- Deploy global support frameworks, ensuring balance between cost and service quality.
- scale efficiently while maintaining quality.
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⚙️ Operations & Continuity
- Enhance first-contact resolution (FCR) rates using root-cause analysis and AI-driven insights.
- Maximise productivity, quality, and efficiency across hybrid and distributed teams.
- Workforce planning—balancing resources, minimising waste, and maximising collaboration.
- Steer continuous improvement through process innovation and employee engagement.
👥 People Leadership
- Mentor and coach a globally distributed team of 50+, promoting professional growth.
- Drive open performance conversations via structured 1:1s with direct reports.
- Maintain operational continuity even during periods of transition.
🤝 Collaboration & Stakeholder Management
- Partner with Wise’s WFM, Vendor Management, and Scaling Service teams to optimise delivery.
- Liaise with KYC, Financial Crime, PayOps, and Product teams to ensure regulatory compliance and commercial alignment.
- Represent the customer-centric voice in multi-functional programmes where they interface with different goals of execution.
Capacity & Talent Management
- Develop hiring, retention, and talent growth best practices globally.
- Align regional teams within legal constraints to help implement global headcount targets.
- Build pipelines for high-potential candidates through insights-driven recruitment strategies.
Qualifications & Experience
We’re looking for a decisive, results-driven leader with a commercial focus, able to operate efficiently across borders, and prioritise the customer’s success at all times.
🏆 Essential Experience
- 20+ years in leadership roles (ideally in customer services, customer success, or a sales-through-service model).
- Managing teams of 50+ globally, with experience scaling from 50 to 70+ members plus leading spanning across multiple regions or countries.
- Cross-regional coordination—expertise in managing time zone alignment, culture shifts, and Suf.compliant directives for Emirates, APAC, EMEA, and Americas.
- Strong analytical mindset: Proven ability to manage KPIs like contribution margin, 1st-contact resolution (FCR), retention rates, and cohort engagement.
- Regulatory compliance background (KYC, AML, anti-fraud)—essential when working with financial services.
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🌍 Geographical & Cultural Adaptability
- Ability to liaise with and between global teams (Tallinn, Austin, Singapore, Budapest, São Paulo).
- Dynamic adaptability with fluid travel requirements—expecting frequent, extended travel as part of culture building.
📈 Mindset & Approach
- Customer-first mentality, with proven track record in growing commercial success through service excellence.
- Licensed to externalise operations globally while ensuring cultural and operational collaboration.
- Collaborator within a high-paced business environment—possess the ability to better manage down stakeholders eager for rapid progress.
- Operational enjoy at scale—able to see the macro picture while juggling lower-level execution or tactics.
What to Expect
- Travel: Occasional long-term relocations or extended assignments, depending on team needs.
- Flexibility: Willingness to adapt to time zone differences, ensuring smooth coordination.
- Data-Driven Decision Making: Continuous data monotoring/use to inform strategy and resource allocation.
- Global Accountability: Single figurehead representing 5 key control hubs of customer experience management.
Culture & Values at Wise
We believe diversity, equality, and inclusion make better teams—and better businesses. Our global teams reflect these core values, and we celebrate differences in backgrounds, opinions, and perspectives. We expect every employee to bring their authentic self to their role, enabling real collaboration and shared purpose.
Wise’s culture also values growth, ensuring your professional trajectory aligns with your ambitions and contributions.
For more insight into life at Wise, visit Wise.Jobs or explore:
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