Total Service Account Specialist

**Company Description** Wise is a global technology company, building the best way to move and manage the world’s money. **Min fees. Max ease. Full speed.** Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. **For everyone, everywhere.** More about **our mission** and **what we offer**. As a Team Lead for the Account Specialists Team at Wise, you will play a pivotal role in guiding a team dedicated to enhancing customer relationships and driving business growth. Your focus will be on servicing existing customers, increasing retention, and identifying growth opportunities, while ensuring a seamless customer experience. You will leverage your expertise to coach and develop your team, enabling them to proactively identify and address at-risk accounts and foster long-term success. **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 team's 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** - ** For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contrib