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SeniorFull-timeRust
Salary Range
$13,260 - $17,940 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Customer Support Team Lead (CSTL) is a strong leader responsible for building and managing a high-performing customer support team at Wise. This role focuses on establishing quality processes and ensuring exceptional customer service.
Key Responsibilities
- →Provide leadership to the Customer Support Team
- →Establish and maintain Quality Assurance and Quality Control processes
- →Ensure customer service expectations are clearly set and met
- →Liaise with relevant departments to meet customer objectives
- →Ensure high product knowledge within the support team
- →Perform regular audits of communications and provide appropriate training
- →Assign and monitor customer support tickets with proper escalation procedures
- →Develop and maintain customer satisfaction measurement metrics
- →Define and implement procedures for high-quality service delivery
- →Communicate customer feedback to product teams for improvements
Requirements
- ✓Proven leadership experience in customer support or related field
- ✓Strong understanding of quality assurance and control processes
- ✓Excellent communication and interpersonal skills
- ✓Ability to analyze customer feedback and identify product improvements
- ✓Experience with customer satisfaction metrics and SLA management
- ✓Strategic thinking with ability to contribute to product design
- ✓Commitment to continuous improvement and team development
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