CUSTOMER SUPPORT STRATEGY AND REPORTING LEAD@ Wise

Job Information

Job Description:

Here’s how you’ll be contributing to the team:

  • You are an owner and a driver of Customer Support Strategy and Planning working towards assigned goals, vision and mission of the team;
  • Provide strategic insights and tactical leadership to Customer Support teams;
  • Align and propose KPIs and Target Guidance for Customer Support teams;
  • Develop strategic plans for optimized cost, quality or speed of Wise Customer Support;
  • Design Wise Customer Support change roadmap;
  • Design Customer Support unit operational organization structure to ensure it is lean, scalable and and optimized for best customer outcomes;
  • Identify new operations opportunities;
  • Analyze the current strategy and strategic plans to ensure its efficiency;
  • Run operations diagnostic and hypothesis checks;
  • Create business unit development scenarios and innovative ideas.

A bit more about the role:

  • You’re responsible for planning delivery efficiency, target attainment, Customer Support global cost per contact and Customer Support Global Resolution rate;
  • You support Customer Support Reporting and embedded Customer Support Analytics teams engagement and motivation;
  • You ensure the Customer Support Reporting and embedded Customer Support Analytics teams are equipped with all the necessary tools, trainings and support to perform their daily functions;
  • You staff and hire for assigned team and communicate job expectations during hiring process;
  • You provide effective feedback via regular 1-1s, biyearly GrowWise and propose compensation changes for Customer Support Strategy and Reporting team;
  • You support Customer Support Reporting team with actionable goals that enable their growth in Wise;
  • You ensure the collaboration between the various stakeholders such as Workforce Management, Service Delivery, Product and Vendor Management teams;
  • You represent the Customer Support Strategy and Implementation (CSSI) team in relevant meetings and planning sessions for launching, assessing, and managing CS OPS plans and strategies;
  • You align all parties that affect the success of the CSSI plans and strategies;
  • You’ll be responsible for the team budget in the assigned team;
  • You’ll be accountable for full regulatory compliance and legal requirements of delivered projects and products.

A bit about you:

  • You’re placed in Tallinn, Estonia or willing to relocate to here (we support relocation for the role);
  • You’re eligible to work in Estonia (we don’t offer visa support for this role);
  • You have at least 3 years of experience in Operations;
  • You have at least 2 years of experience in analytics in Operations;
  • You have good verbal & written English, your communicational skills are excellent;
  • You feel comfortable working with data;
  • You have strong strategic planning, decision making, problem solving and critical thinking skills;
  • You’re a team player, have emotional intelligence skills and know how to manage expectations;
  • You’re great at stress management, able to delegate and negotiate where necessary;
  • You are deadline-oriented and have great time management skills;
  • You’re knowledgeable about agent targets and CS KPIs;
  • You are comfortable reviewing escalated calls/emails/chats;
  • You know how to conduct regular performance reviews and interviews;
  • You have a experience in vendor operations;
  • You know your way around the following tools: Excel/G Suite, Confluence, Calabrio, Looker/Superset, Figma, Twilio Voice, Twilio Chats, Zendesk.

Benefits:
Experience Level: Senior
Work From: Onsite

Company Information

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