Complaints Team Lead

Wise, a global technology company dedicated to revolutionizing the way money moves and is managed worldwide, is seeking a Team Lead for its Hyderabad office. This role is pivotal in leading the Complaints team to ensure exceptional customer service by managing complaints efficiently and driving continuous improvements. The successful candidate will work closely with product and compliance teams to address systemic issues, enhance customer experience, and uphold regulatory standards. This position offers an exciting opportunity to develop skills in project management, risk assessment, and cross-functional collaboration within a fast-paced, mission-driven environment.

Key Responsibilities

- Own the performance and delivery of departmental KPIs for the Complaints function, ensuring team success.
- Lead, coach, and support a team of Complaints Officers, addressing performance gaps and nurturing talent through targeted training programs.
- Act as a subject matter expert on complaints management, providing guidance on best practices and regulatory compliance during cross-functional projects.
- Proactively identify risks and emerging trends in complaints, developing and implementing mitigation strategies.
- Maintain effective communication within the team through regular meetings and town halls.
- Manage recruitment efforts to scale the team in alignment with company policies.
- Continuously evaluate and improve complaints handling processes to enhance customer satisfaction, reduce resolution times, and improve response quality.
- Utilize data analytics to identify root causes of complaints and drive targeted process improvements.
- Champion a customer-centric approach by advocating for proactive communication and transparency.
- Foster a culture of continuous learning, encouraging innovation, knowledge sharing, and experimentation.
- Execute strategies to improve customer experience through efficient complaints resolution and feedback integration.
- Serve as the voice of the customer in initiatives aimed at enhancing service and product development.
- Stay updated on industry trends, best practices, and emerging technologies in complaints management.
- Pursue ongoing professional development through certifications, workshops, and conferences related to customer advocacy.

Required Qualifications

- Proven experience leading front-line operations teams with a strong track record of meeting challenging KPIs.
- Skilled in setting clear objectives, streamlining processes, and using data-driven approaches to resolve root causes.
- Minimum of 2 years’ experience in direct team management, with a passion for talent development, coaching, and fostering a positive team culture.
- Ability to lead teams through operational changes while maintaining high morale and execution standards.
- Strong communication skills with the ability to influence stakeholders and challenge norms constructively.
- Autonomous leadership style with a strong sense of ownership and accountability, focused on delivering excellent customer experiences.

Preferred Qualifications and Benefits

- Experience managing or collaborating with international, cross-border teams.
- Background in fintech, payments, or banking, particularly with exposure to working alongside Product and Engineering teams.
- Prior experience in customer support escalations, disputes, or complaints management functions.
- Wise offers a diverse, equitable, and inclusive workplace where every employee is respected and empowered to contribute to the company’s mission.
- Employees benefit from a range of perks including mission days, sabbaticals, stock options, and more, supporting both personal and professional growth.

Wise is proud to foster an international team that celebrates diversity and inclusion, ensuring all employees feel valued and supported. Join Wise to be part of a global movement building money without borders, creating a transparent and customer-focused financial future for everyone, everywhere.