Enterprise Support Specialist - Wise Platform at Wise

As an Enterprise Support Specialist for Wise Platform, your mission is to drive operational efficiency and scalability for our partners. You'll be the main point of contact for our partners, ensuring that they get the most out of our products by acting as their internal liaison within Wise Platform. You will provide advanced-level support and guidance throughout the entire partner lifecycle: from implementation to ongoing optimization. What You’ll Do Your responsibilities are broadly split into four main pillars: • Implementation and Operational Setup • Proactively review partners’ operating environments to deliver training, documentation, and best practices in customer support. • Develop tailored support documentation and lead workshops to map out support models for new partnerships. • Coordinate with internal Wise servicing teams to streamline processes and remove bottlenecks for new products. • Support the testing of partnership models to ensure every partner query flows smoothly to the right teams and receives a fast response within our agreed SLAs.   • Build and Test • Conduct high-level training on support structures, currency-specific info, and escalation processes. • Take ownership of the technical ecosystem for each partner, from setting up Zendesk organizations and Knowledge Spaces to managing shared workspaces and collaboration tools. • Identify potential deployment risks and escalate critical issues to ensure minimal disruption to partner operations.   • Launch and Post-Launch • Act as the primary point of contact for partners, providing high-quality support through email and live channels (such as phones) to resolve queries. • Conduct deep dives into partner contact data to identify trends, pain points, and areas for improvement. • Monitor performance KPIs and collaborate with development teams to optimize the product based on your analytical findings. • Gather partner feedback through surveys and interviews to influence the product roadmap. • Conduct regular reviews with Customer Success Managers (CSMs) and Account Managers (AMs) to assess business outcomes and identify opportunities for impact.   • Long-term Strategic Direction • Turn your data-backed suggestions into reality. You will own projects from ideation to completion with minimal guidance, communicating with both internal Wise teams and external partner stakeholders. • Act as the Voice of the Partner internally, influencing Wise product and process changes to better accommodate enterprise requirements. • Advocate for partners to ensure their needs remain central to our global scaling strategy.