Total Service Account Specialist Team Lead

Responsibilities Team Leadership & Development: Lead mentor and coach a team of Account Specialists (up to 12 FTEs) fostering a culture of excellence in customer service and growth. Conduct regular feedback sessions and performance reviews to support individual development plans. Performance Management: Analyze team performance data to identify areas for improvement and implement strategies to optimize customer engagement and satisfaction. Key metrics include adherence to SLAs, quality assurance and the overall health of the teams portfolio (retention and growth). Customer Retention & Growth: Oversee and guide team strategies to enhance customer retention, identify upsell opportunities and increase volume from existing customers. Problem Solving: Address customer challenges to improve trust, transparency and speed in resolving account checks. Guide the team to improve customer awareness and adoption of Wise's products, close gaps to increase share of wallet and manage operational challenges effectively. Proactive Account Management: Develop and implement strategies for your team to proactively manage their assigned book of business ensuring timely interventions to prevent churn and facilitate growth. Onboarding & Escalation: Ensure your team provides an exceptional onboarding experience guiding businesses through compliance and product implementation. You will also manage your own portfolio of key customers and be able to step in to manage any business from the team's portfolio. Cross-Functional Collaboration: Facilitate effective collaboration with internal teams such as Product, Marketing, Compliance and Operations to ensure customer feedback is integrated into product development and service improvements. Qualifications Leadership Experience: Proven experience in a team leadership or senior customer success role preferably within a fast-paced high-growth environment. You have a track record of successfully growing accounts and coaching others to do the same. Industry Knowledge: Experience with domestic and cross-border payment systems (e.g. SEPA, FPS, SWIFT) and familiarity with business and financial services landscapes. Customer-Centric Mindset: A strong focus on customer satisfaction and the ability to instill this value within a team. Analytical & Strategic Thinking: Excellent problem-solving skills with the ability to think strategically, anticipate challenges and make data-driven decisions to guide your team effectively. Exceptional Communication: Outstanding communication skills to clearly explain complex concepts to both customers and team members. Attention to Detail: A strong attention to detail and a solid understanding of KYC principles with the ability to identify compliance-related red flags and guide a team in mitigating risks. Adaptability: The ability to thrive in a dynamic fast-paced environment where priorities can shift requiring agility in leading a team through varied tasks. Execution‑Oriented: A bias for action demonstrating strong planning, decision‑making and problem‑solving skills. You are deadline‑oriented with excellent time and energy management. Data Fluency: Extremely comfortable working with operational, product and financial data and can connect the dots across them. Hands‑On Approach: Willing to dive deep into data analysis processes or compliance details to find solutions and support your team. Additional Information Please apply by submitting your resume in English. Applications in Portuguese will not be considered. Remote Work No Employment Type Full‑time Vacancy 1 #J-18808-Ljbffr