Customer Support Regional Lead - Business
We are looking for a Customer Support Regional Lead to oversee our Business Support operations across Europe and the UK. As a "Leader of Leaders," you will lead the teams supporting our global Business customer base while working closely with our product teams to ensure our European markets receive world-class support. Are you ready? 🚀
The Role: Reporting to the Global Head of Business Customer Support, you will architect a scalable model that balances location strategy, language requirements, and cost-efficiency. You will deep-dive into regional data to identify performance outliers, navigate complex European regulatory landscapes, and ensure our support is fully compliant and audit-ready. Based in our Tallinn office, you will lead a senior operational leadership team, coaching them to drive world-class performance for a regional team of 150-170+ people. You will own the regional Business Support strategy, ensuring local execution aligns with our global mission.
The Team: You will join a high-impact leadership circle that bridges the gap between our Global Servicing functions and our Product teams. You will act as the "Voice of the European Business Customer," partnering with Product Leads to ensure the solutions we build—from AI automation to self-serve help content—positively impact our customers across the region.
Qualifications
Senior Leadership Experience: You have at least 4+ years in senior leadership, specifically with a proven track record of managing other senior managers or site leads (Leader of Leaders).
Operational Scale: You have experience managing large-scale operations (60+) across multiple locations, including working with Outsourced (BPO) partners.
Data-Driven Rigor: You are obsessed with metrics like CES (Customer Effort Score), FCR, and Cost per Agent, using data to drive cross-functional coalitions and measurable change.
Regulatory and Audit Expertise: You are comfortable representing your region in internal and external audits, ensuring full compliance with regional financial regulations.
Strategic Planning: You have experience developing and executing operational roadmaps with a long-term (12-month) horizon.
Communication and Influence: You are an effective, "straight up" communicator who can adapt your style to different audiences and challenge the status quo when necessary.
Values Alignment: You lead with a "no-ego" approach, prioritizing the mission over status. You thrive in a "no-frills" environment where impact is the primary measure of success.
Additional Information
Hiring Process:
- Application review (CV)
- Screening call with a member of the Talent Acquisition team
- First interview with the team
- Second interview with stakeholders
- Final interview with Hiring Managers
Salary range for this role: 4450 - 5975 EUR gross monthly
What’s in it for you:
- 🚀 RSU package in a rapidly growing company
- 💻 Flexible, hybrid working model
- 💪 An annual self-development budget
- ☀️ Paid time off: 28 days vacation + 3 “Me” days + 1 volunteer day, annually
- 🏝️ A paid 6-week sabbatical leave after four years with us
- 💉Wellbeing allowance with options such as health insurance and Stebby credits for you to choose from
Click here to learn more about the benefits that we offer at Wise.
Ready to lead the future of how we move money? Apply now by submitting your CV in English.
For everyone, everywhere. We're people building money 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.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
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