Head of Specialised Support

Head of Specialised Support focuses on service architecture: design multi-tiered engagement models (high-touch to tech-touch) that optimize the cost-to-serve while triggering customer growth milestones.

What the role involves

• Service Architecture: Design multi-tiered engagement models (High-Touch to Tech-Touch) that optimize the cost-to-serve while triggering customer growth milestones.
• Segment Ownership: Align best-practice sharing and capacity leverage across the global team to ensure Wise's highest-value customers are managed with consistency.
• Industry-leading Operational Excellence: Drive KPIs including First Contact Resolution (FCR), Quality, Speed of Reaction, and SLA adherence across globally distributed teams.
• Regulatory Governance: Ensure appropriate structures are in place for any regulatory requirements dictated by the partner's market, ensuring adherence before "go-live.".
• 12-Month Strategic Planning: Develop a collaborative resource strategy aligned with Enterprise long-term goals and forecasts, pulling resources into line and managing expectations.
• Financial Stewardship: Deeply understand the cost-to-serve and cost-to-scale.

Skills and requirements

• Proven Leadership: Experience leading leaders on a global scale within Customer Success, Technical Support, Account Management.
• Three-Pronged Expertise: A rare blend of commercial mindset (sales-through-service), operational rigour (SLA/WFM), and technical aptitude (Incident management/APIs).
• Using CRM health signals and technical metrics to guide a team under pressure is second nature.
• Global Mobility: Prepared to travel for extended periods and adapt to global time zones to support a 24/7 operation.

Confirmed role details

• It is a hybrid of commercial strategy, technical engineering, and operational logistics.