Wise Platform Enterprise Team Lead

About the role

Wise is looking for a Platform Enterprise Support Team Lead in Singapore. The role blends team management, strategic oversight and hands-on operational support, so that Wise's business-to-business partners have a seamless experience. It sits at the intersection of leadership and customer service, with a strong focus on data-driven decision-making and continuous improvement.

Key responsibilities

• Lead and nurture a team of up to 10 Enterprise Support Specialists, acting as coach, mentor and manager
• Set clear performance and quality targets (KPIs), track individual progress, identify skill gaps and provide training
• Hire and onboard new team members and run regular one-on-one meetings and performance reviews
• Manage the flow of inquiries and complaints so service level agreements (SLAs) are met, and manage work schedules and on-call duties for a globally covered team
• Act as account owner for the long-tail accounts of the Wise Platform
• Collect and analyse partner feedback from satisfaction surveys and other channels, and share the insights with Customer Success, Account Management and Servicing teams to influence product and process changes
• Work cross-functionally with other Wise teams to turn partner feedback into business decisions and product roadmaps

Required profile

• Expert in working with partner data and turning it into actionable insights
• Project management skills: defining goals, timelines, resource allocation and delivery
• Strong problem-solving: diagnosing complex technical and operational issues and guiding the team through them
• Excellent communication and presentation skills, including stakeholder management
• Leadership and empathy: motivating and coaching people, handling difficult situations with patience
• Adaptability to a fast-paced fintech environment