Your mission is to implement our quality assurance strategy and framework, and by thorough analysis of quality results you help operations improve quality of service, efficiency, effectiveness and knowledge. As a Customer Support Quality Team Lead you’ll report directly to the Customer Support Senior Quality Lead and lead our regional QA team, while cooperating with our internal Customer Support & outsourcing teams, as well as the various CS support functions like Training, KM, CI and more.

Role/Job purpose 

The Customer Support Quality lead is a people lead with a mindset that allows them to build processes that put our customers first while being aware of the risks surrounding the industry, specific products and requirements set to us by regulations and partners.

Provide visibility, guarantee collaboration and opportunities to improve Customer Support Quality operations state and scalability, make sure we are compliant in our processes and product, forecast required resources. Having in mind the service levels growth and globalisation of Wise.

Responsibilities

• Buildand maintain a positive work environment and scaling company culture and values;
• Developing a strong Customer Support Quality team and support specialists on their personal growth paths while inspiring and motivating the team to succeed;
• Define the goals for the Customer Support Quality team while supporting the Quality Teams’ vision;
• Help team members to understand their role in the mission through coaching, challenge or mediating debates;
• Managing team’s resources and their relevant skills;
• Propose decisions for direct reports like salary raise, promotion, leave approval, etc;
• Onboarding new Quality and Senior Quality Specialists in their role and in the team;
• Taking ownership of implementing and operating the Quality framework with the team, Vendors and product in Customer Support operational teams, aligned to a Quality team and Global Service Delivery initiatives;
• Builds connections between team members as well as cross-team and facilitates collaboration. Identifies new collaboration needs on the team level;
• Measure and support the alignment of team KPIs and SLAs for success and efficiency;
• Act as the main point of contact for Customer Support area’s Quality Management topics for Internal and External parties;
• Driving team’s input and participation in Quality team planning, as well as taking part in Customer Support tribe or regional planning where needed;
• Coordinate Customer Support Quality specialists activities, ensuring at all times a high-quality, high-speed workflow with optimal coverage;
• Ensure that all information and documentation provided to satisfy parties information requests meets both the Customer Support, Vendors’ and Wise’s expectations regarding quality and mode of presentation;
• Hire, lead, develop and manage a Customer Support Quality team, including amongst others administrative tasks such as scheduling, interviewing, hiring, organizing team activities, conducting the GrowWises’ etc
• Owner of the team's entertainment budget. Keeping it up to date, syncing it with the rest of the leads in the group + STL.

 Requirements

• You’re a great communicator. You’ve got impeccable verbal and written English skills and 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, time zones, and whatever else - You also welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization
• On top of this, you’re able to adapt to Wise type of communication
• You’re a team-builder. You’re not hidden in a corner office somewhere, but rather work among your teams - You are hands on! Developing your team, and ensuring that we’re delivering on the business needs by guaranteeing that our procedures and processes are continuously improved, simplified and aligned clearly at all levels. Build and maintain strong relationships with internal stakeholders from an array of different teams
• You lead a team by being a role model to others, demonstrating commitment and vision of challenging goals and objectives
• You welcome new members in your team and you set them up for success by following, mentoring and coaching them in their growth path
• You’re a planner. You set proper priorities and can anticipate obstacles when planning. You track progress and completion of activities to meet your objectives and can convert these into workable activities
• You hold yourself and others accountable for achieving established and measurable performance expectations
• You look for incremental improvements in work processes and results. You constantly look for ways to streamline work processes, eliminating steps that don’t add value or rearranging them to facilitate the workflows. You look beyond the symptoms to uncover root causes of problems and question the status quo to ensure the processes and results continue to be relevant.
• You pay attention to details, when completing tasks you’re thorough and accurate 
• You’re analytical: you are comfortable working with data, noticing patterns, trends and things of note and you can draw meaningful conclusions from them. You can use this to solve problems, make decisions and provide recommendations to your leads, colleagues and other stakeholders of your job
• On top of this, you have a good command of Looker or other BI tools
• You’re able to prioritise, identify, and adopt solutions around the big picture to include collateral effects on other teams and processes
• You’re experienced. You have either a customer support or Quality Assurance background
• You’re punctual, well organized and able to divide their time between specific activities in order to get things done
• You’re autonomous. You’re able to work independently and take decisions in main problem solving cases
• You’re reliable, adaptable and display commitment to the team’s goals. 
• While getting things done, you know how to manage your time and energies. You can organise and plan how long you spend on specific activities
• You have knowledge of vendor regulatory frameworks or you’re willing to learn, if needed
• You are aware of and put into practice data security procedures
• You’ve got some tech skills. You have a good command of Google Workspace (Email, Calendar, Drive, Docs, Sheets, Slides), Office suite (Word, Excel) as well as Slack, Greenhouse, Zoom, Confluence. You’re familiar with scheduling tools either internally developed or external
• You’re customer-focused. This should go without saying, but this is your guiding light. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind

What do we offer: 

• Starting salary: 2575 EUR
• Company Restricted Stock Units
• Numerous great benefits in our Tallinn office 

Key benefits:

• Flexible working - whether it’s working from home, school plays or life admin we get that flexibility is essential and you’re trusted to do the right thing and be responsible
• Paid annual holiday, sick days, parental leave and other leave opportunities
• 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave

If you're interested in the position, please apply for the latest January 28th by submitting your CV and Cover Letter. 

We're people 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.

Every Wiser should feel that they can be themselves at work. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.

Having diverse teams that reflect our diverse customer base helps us build a better product. We can be more creative and empathetic to our customer's needs and life experiences and makes sure we leave no-one behind on our journey to mission-zero.

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

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