Total Service Account Specialist Lead
As a Team Lead for the Account Specialists Team at Wise, you will play a pivotal role in guiding a team dedicated to enhancing customer relationships and driving business growth. Your focus will be on servicing existing customers, increasing retention, and identifying growth opportunities, while ensuring a seamless customer experience. You will leverage your expertise to coach and develop your team, enabling them to proactively identify and address at-risk accounts and foster long-term success.
Responsibilities:
Team Leadership & Development: Lead, mentor, and coach a team of Account Specialists (up to 12 FTEs), fostering a culture of excellence in customer service and growth. Conduct regular feedback sessions and performance reviews to support individual development plans.
Performance Management: Analyze team performance data to identify areas for improvement and implement strategies to optimize customer engagement and satisfaction. Key metrics include adherence to SLAs, quality assurance, and the overall health of the team's portfolio (retention and growth).
Customer Retention & Growth: Oversee and guide team strategies to enhance customer retention, identify upsell opportunities, and increase volume from existing customers.
Problem Solving: Address customer challenges to improve trust, transparency, and speed in resolving account checks. Guide the team to improve customer awareness and adoption of Wise’s products, close gaps to increase share of wallet, and manage operational challenges effectively.
Proactive Account Management: Develop and implement strategies for your team to proactively manage their assigned book of business, ensuring timely interventions to prevent churn and facilitate growth.
Onboarding & Escalation: Ensure your team provides an exceptional onboarding experience, guiding businesses through compliance and product implementation. You will also manage your own portfolio of key customers and be able to step in to manage any business from the team's portfolio.
Cross-Functional Collaboration: Facilitate effective collaboration with internal teams such as Product, Marketing, Compliance, and Operations to ensure customer feedback is integrated into product development and service improvements.
Qualifications
The experience and competencies needed to succeed in this role:
Leadership Experience: Proven experience in a team leadership (leading leads), managing scale and performance. preferably within a fast-paced, high-growth environment.
Customer-Centric Mindset: A strong focus on customer satisfaction and the ability to instill this mindset within your team.
Strategic Problem-Solving: Excellent problem-solving skills with the ability to think strategically and anticipate challenges.
Exceptional Communication: Outstanding communication skills to clearly explain complex concepts to both customers and your team. Demonstrates the capacity to articulate complex concepts in a manner accessible to customers, fostering strong connections.
Attention to Detail: Great attention to detail and a solid understanding of KYC principles, with the ability to identify compliance-related red flags and behaviours and guide your team in mitigating risks. Capable of instilling this mindset within your team.
Dynamic Adaptability: Ability to thrive in a dynamic, fast-paced environment where priorities can shift, requiring agility in leading your team through varied tasks.
Analytical & Critical Thinking: Strong analytical and critical thinking skills to make data-driven decisions and guide your team effectively under pressure. You'll need to be decisive and accountable, driving team results and empowering your team members to take responsibility.
Industry Knowledge: Ensure your team stays informed about industry trends, market shifts and competitors’ landscape, translating these insights into actionable strategies for enhanced client interactions and recommendations.
Expectations:
You have a track record of successfully growing your accounts and coaching others to do the same.
You have experience with domestic and cross-border payment systems (SEPA, FPS, SWIFT and other local market payment schemes).
You’re familiar with business and financial services landscapes and understand how cross border payments work for them today.
You’ve worked in a high growth payments technical environment previously.
You get stuff done. Execution is your superpower, and you possess strong planning, decision-making, problem-solving, and critical-thinking skills. You are deadline-oriented and have great time and energy management skills.
You are extremely comfortable working with operational, product, and financial data, and can "connect the dots" across them.
You’re hands-on. Whether it’s diving deep into data analysis, processes, or compliance, you are ready to go deep into the rabbit hole.
Additional Information
Hiring Process:
Application review (CV) - Please apply by submitting your resume in English. Applications in Portuguese will not be considered.
Screening call with a member of the Talent Acquisition team
First interview with the team.
Final interview with Hiring Managers.
What’s in it for you:
Salary range for this role: 15,400 - 20,100 BRL gross monthly
🚀 RSUs in a rapidly growing company
💻 Flexible 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
💉Health insurance coverage.
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.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs.
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