Customer Support Project Manager and Data Expert at Wise

We’re looking for a Customer Support Project Manager and Data Expert to join our Customer Support Team in Tallinn. Ready to change the game for millions of customers worldwide? At Wise, we’re on a mission to create a world where money moves effortlessly, without borders—and our customers deserve support that moves just as fast. If you’re passionate about turning insights into impact, driving meaningful change, and improving customer experiences on a global scale, this is your opportunity. We’re looking for a Customer Support Resolution Rate Program Specialist and Data Expert who’s ready to roll up their sleeves, dive into the data, and help design smarter ways for us to resolve customer problems. You’ll partner with our Principal Program Manager and collaborate with teams around the world to identify what’s getting in the way of resolution—and make it better. This is more than just a support role. It’s your chance to shape how millions of people experience Wise, every day. What You’ll Own 💡 Spot the Gaps - Dig into customer support data to find trends, root causes, and areas for improvement. ⚡ Drive Change - Help build and roll out programs that remove blockers, speed up solutions, and keep our resolution rates climbing. 🌎 Collaborate Globally - Work with customer support teams globally to gather insights, share feedback, and make our processes stronger. 📊 Track Success - Build reports, dashboards, and presentations that keep our teams aligned, informed, and ready to improve. 📚 Empower Teams - Support the design of training and resources that help agents master new tools and workflows. 🔄 Keep Things Moving - Play a key role in change impact assessments to make sure new initiatives land smoothly and make a lasting difference. Why You’ll Love This Role: ✅ You’ll directly improve how millions of customers experience Wise support. ✅ You’ll develop your skills in data analysis, program coordination, and process design. ✅ You’ll work cross-functionally with passionate teams solving complex global challenges. ✅ You’ll help create a support experience that’s as seamless as our product. ✅ You’ll grow your career in a company that’s scaling fast, with endless opportunities to make an impact. 📊 A bit more about the KPIs: • Project Satisfaction Rate • Project schedule adherence (measured in deviation) • Estimate to project completion  • Current development backlog vs planned • Project Success Criteria Compliance • Data and reporting accuracy