SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: INR 950,000 - 1,250,000 / annual
Wise is a global fintech company enabling fast, low-cost international money transfers and payments. The Customer Support Team Lead (CSTL) is a people-management role responsible for building and leading a high-performing customer support team in Hyderabad.
Key responsibilities include:
• Lead and develop the customer support team, ensuring team members are engaged, motivated, and equipped with necessary tools and training
• Establish and maintain quality assurance, quality control, and operational processes to deliver exceptional customer support
• Set clear expectations and provide continuous feedback to team members, creating opportunities for growth and contribution to strategy
• Manage customer support ticket assignment, monitoring, and escalation procedures; implement action plans to address performance gaps
• Develop and maintain customer satisfaction metrics and SLA compliance
• Define and implement procedures and policies ensuring high-quality service delivery to internal and external customers
• Conduct regular audits of customer communications and provide targeted training
• Act as the customer advocate, ensuring timely follow-up on all support requests
• Liaise with product, engineering, and other departments to ensure customer objectives are met and to communicate customer feedback
• Identify product bugs, feature gaps, and improvements based on customer feedback
• Participate in product design discussions to identify misalignments between customer expectations and product design early
• Ensure high product knowledge within the support team, evidenced by fast issue resolution and independent problem-solving
• Seek customer feedback and communicate customer perceptions of value and quality to the business
The role requires strong leadership capabilities, customer-first mindset, and ability to build processes that scale. The CSTL will be the primary point of contact for customer support strategy and execution, forming a critical part of Wise's customer-facing profile.
