Global CS Lead - Account Specialists
$74,000–$96,000 year
HybridLondon, England, United Kingdom
Job Summary
Lead global customer-care for Wise's highest-value customers by establishing and leading a global support structure that delivers extreme operational excellence, ensuring SLA adherence across regions while meeting regulatory requirements. Drive revenue through upsells, transform service into a revenue engine with insight-led strategies, and design scalable multi-tier engagement models. Develop 12-month operational strategy, manage resources and workforce planning, lead globally distributed teams, and partner with cross-functional teams (Scaling Service, WFM, Vendor Management, Product, KYC, FinCrime, PayOps) to align resources with business objectives and service levels. Demonstrate a customer-centric, data-driven, and strategic problem-solving mindset with strong communication skills and the ability to navigate multiple time zones and regions.
Required Qualifications
- Experience leading global teams (6+ direct reports, 50+ globally)
- Experience coordinating across multiple regions and time zones
- Data-driven decision-making and KPI management
- Background in customer service/success and KYC/compliance
- Strong leadership and communication skills
- Willingness to travel regularly
- Understanding of regulatory requirements and cross-functional collaboration
- Experience scaling teams and delivering operational excellence
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