Social Media Customer Support Team Lead
Full Time
Others
Job Description
We're looking for a Social Media Customer Support Team Lead (CSTL) to join our growing team in Singapore. This role is a unique opportunity to have an impact on Wise's mission to scale our rapidly growing Customer Support operations to help millions more potential customers save money by using our services.
Your mission:
Your mission is to provide leadership to the Social Media Customer Support Team by establishing and maintaining Quality Assurance, Quality Control, Productivity, and other processes required for an exceptional level of customer support. The team represents the face of Wise and holds the important role of protecting our brand image on social media. Hence, efficiency and professionalism is essential in this position.
It is the Social CS TL's primary duty to ensure that expectations are clearly set. The TL will also need to ensure that the team is highly engaged, motivated, armed with all necessary tools, has opportunities to contribute to tactics and strategy, and is able to learn and grow.
Here's how you'll be contributing to the Social Media Customer Support team
About you:
We're people without borders - without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you're passionate about learning new things and keen to join our mission, you'll fit right in.
Also, qualifications aren't that important to us. If you've got great experience, and you're great at articulating your thinking, we'd like to hear from you.
And because we believe that diverse teams build better products, we'd especially love to hear from you if you're from an under-represented demographic.
Here's a few articles for you to read to learn more about our culture and product
"We hire smart people and we trust them"
What we do
How we work
Wise Customer Support team
#LI-DK29
If you want to find out more about what it's like to work at Wise visit Wise.Jobs .
Keep up to date with life at Wise by following us on LinkedIn and Instagram .
Your mission:
Your mission is to provide leadership to the Social Media Customer Support Team by establishing and maintaining Quality Assurance, Quality Control, Productivity, and other processes required for an exceptional level of customer support. The team represents the face of Wise and holds the important role of protecting our brand image on social media. Hence, efficiency and professionalism is essential in this position.
It is the Social CS TL's primary duty to ensure that expectations are clearly set. The TL will also need to ensure that the team is highly engaged, motivated, armed with all necessary tools, has opportunities to contribute to tactics and strategy, and is able to learn and grow.
Here's how you'll be contributing to the Social Media Customer Support team
- Ensure that customer service/support is maintained by:
- Develop and build a strong team of Social CS agents to provide world-class support to our customers
- Help your team find their path in Wise and set them up for success
- Work closely with the Wise product teams, to identify ways to improve the customer support experience while reducing customer contacts through product changes
- Increase quality, effectiveness, and efficiency within Social Customer Support, as well as collaborate and communicate between varied Wise functions and teams
- Help your team focus on why they're doing what they're doing, and also make sure they can see how their work helps to bring us closer to our mission
- Build your team's culture and set a great example by living our values on a daily basis.
- Ensure a high level of product knowledge of team members as evidenced through turnaround time of issues and ability to resolve issues independently
- Ensure a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
- Ensure that regular audits of communications are performed and that appropriate training is provided to personnel in this area.
About you:
- Hold a Singaporean citizenship or permanent residency (please note we cannot support Visas for this role)
- You have had experience leading Customer Support or customer-facing Operations teams
- You have proven analytical skills and good attention to detail
- You have a passion for customer experience, technology, leading people and teams
- You have ability to multi-task and take charge in challenging situations as well as ability to manage, delegate and oversee cross-team projects
- You're focused on the outcome for the customers, the team and the company
- You're passionate and have the desire to become a great people manager
- You have a passion for customer service and a willingness to stand up for the Customer within the organisation
We're people without borders - without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you're passionate about learning new things and keen to join our mission, you'll fit right in.
Also, qualifications aren't that important to us. If you've got great experience, and you're great at articulating your thinking, we'd like to hear from you.
And because we believe that diverse teams build better products, we'd especially love to hear from you if you're from an under-represented demographic.
Here's a few articles for you to read to learn more about our culture and product
"We hire smart people and we trust them"
What we do
How we work
Wise Customer Support team
#LI-DK29
If you want to find out more about what it's like to work at Wise visit Wise.Jobs .
Keep up to date with life at Wise by following us on LinkedIn and Instagram .
Other open positions
New positions coming soon.