Global CS Lead - Account Specialists

Responsibilities

• Lead a global support structure for high-value customers, ensuring consistent SLA adherence and operational excellence across all regions.
• Transform customer service into a revenue engine through insight-led upsells and proactive growth strategies.
• Develop and execute a 12-month operational strategy aligned with long-term business goals and scalable engagement models.
• Manage resource utilization, workforce planning, and capacity management to maintain required headcount.
• Provide coaching and development for globally distributed teams, including managing 6+ direct reports.
• Partner cross-functionally with KYC, FinCrime, Product, and Vendor Management teams to align resources with business objectives.

Requirements

• Proven experience managing 6+ direct reports and leading large-scale teams of 50+ people globally.
• Demonstrated track record of scaling global teams and managing leaders across multiple regions.
• Strong expertise in KPI and performance management, specifically regarding contribution margin and cohort expansion.
• Deep understanding of KYC principles and regulatory compliance requirements.
• Exceptional data-driven decision-making skills and analytical capabilities.
• Experience coordinating operations across multiple time zones (e.g., APAC, EMEA, Americas).

Preferred Qualifications

• Background in customer success or a "sales-through-service" environment.
• Ability to act as a central figurehead while accommodating regional nuances in diverse markets.
• Experience working in fast-paced, high-growth fintech or technology environments.

About the Company

Wise is a global technology company on a mission to make moving and managing money borderless, instant, and free. We are building a new network for the world's money, ensuring it is available for everyone, everywhere.