Customer Support Team Lead (Night Shifts)

DELIVER:

• Drive operational excellence and complex case resolution through targeted coaching and process optimization.
• Use data analysis to monitor KPIs, identify performance gaps, and execute real-time improvements.
• Manage daily tasks, incident resolution, and AI-agent performance with cross-functional coordination.

DEVELOP:

• Foster growth mindset through personal development plans, mentorship, and career progression support.
• Ensure team upskilling through training and performance management aligned with Wise values.
• Lead talent acquisition and maintain a high-performance culture with transparent feedback.

NURTURE:

• Build an inclusive environment by embodying Wise values and adjusting leadership styles to individual needs.
• Maintain transparent communication and advocate for team wellbeing to prevent burnout.
• Provide consistent two-way feedback and navigate disagreements to sustain trust and collaboration.