Customer Support Segment Owner

Customer Support Segment Owner

We're looking for a Customer Support Segment Owner to lead the High Value Business and Platform Customer Support team!

Your Mission:

Your mission is to design, build and operate the customer service journey for our High Value Business and platform customers globally. You will be responsible for the operational delivery to this High Value segment, doing all that is needed to ensure the segment has world class support. In this role, you will have the opportunity to build a full service model, to lead real change and, ultimately, to make an impact across the global portfolio of High Value business and platform customers.

Success in this role is measured by resolution, retention of High Value customers & SLA adherence (as well as other metrics). Therefore, the content of the role is dynamic and you will iterate the operating model for the segment in accordance to customer experience metrics and feedback in order to create and deliver best in class service.

In this role you will have to work closely with all teams in CS, and with two non-CS "partners in crime":

• the Support Product teams, who take care of the Technology solutions for Agents and for the Customers who need support, and also provides deep expertise on analytics
• the other Servicing Operations teams e.g. KYC, to ensure the end to end customer journey is consistent no matter what team is helping them.

Therefore, it is critical in this role to be very comfortable operating transversally, cutting across CS, KYC and Fincrime teams, Product teams, Design, Engineering, WFM, QA etc. It is crucial to be comfortable engaging, influencing and aligning with stakeholders across the company. Furthermore to be process driven, detail focussed and data minded in decisions - with the customer at the heart of all decision making.

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

• You'll partner directly with the Servicing teams, building key elements of the high value experience, through service design, operational deployment, self-serve support, channels offered, support tooling, workflow management, related ops processes, operational reporting, AI automation. You'll ensure that the solutions built are viable for global customers and are operationalized within our CS teams.
• You'll be meaningfully moving metrics including case resolution time, % first time resolution, cSAT/Customer Effort Score and our CS cost per transfer as we establish potential pricing models.
• You will work with our Support leadership and product counterparts to build a scalable model that aligns the product approach with considerations of location and language strategy, talent planning, hiring capacity, outsourcing opportunities, specialization and cost modeling while ensuring an impactful product quality feedback loop.
• You will be working cross functionally with business servicing teams around the world to ensure they each have the operational infrastructure to deliver top service to our highest value customers.

This role will give you the opportunity to:

• Solve a truly global challenge - our astonishing growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission
• Be a global leader - as a key part of our global support leadership team you'll be helping us improve how we do operations, how we develop our people and how we scale globally
• Interact at senior leadership levels across Operations, Product and Business

A bit about you:

Must have:

• You have significant and deep operational experience in Operations or Customer Support (at least 5-7 years)
• You're not content with the status quo but constantly seek to raise the bar in how we deliver for our customers.
• Leadership in Customer Support: Successful track record in operational leadership roles within the FinTech, Financial Services or Technology industries, working with people and processes as well as products. Demonstrated ability to execute at very high level in a variety of Customer Support-type contexts
• Experience working tightly with Product teams: Track record of working in a product-driven company, in true partnership with Product teams to build the right solutions to the right Support problems.
• Analytical & data driven: Able to build and execute against KPI's and enhance SLAs. Uses data to find insights and solve complex problems.

Great to have:

• Ideally a Singaporean Citizen or Permanent Resident of Singapore
• Transformation: Have led a transformation / optimization of customer operation function(s). Ideally including operating model changes, service design, process automation.
• Scale and multiculturality: Significant experience leading large teams in a multinational setting, across multiple regions and timezones.

Key benefits:

• RSU's in a rapidly growing company after a year with us
• Hybrid working model - A combination of work-from-home and from the office
• Wisers can work remotely for 90 days a year. By 'remote' we don't just mean from home, but from most places around the world you choose to
• An annual self-development budget
• Medical, dental, & vision insurance - including HSA and FSA options
• Company-paid: Life Insurance, Short & Long-Term Disability, and an Employee Assistance Program (EAP)
• 25 days PTO, 15 sick days, 11 bank holidays, 5 compassionate leave days, 3 paid "Me" days and a paid volunteer day, annually
• A paid 6-week sabbatical leave after four years
• 18-weeks of paid parental leave, after a year with us
• Click HERE for more info on our benefits

Salary (monthly)
$8,750 - $12,000 SGD

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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