Complaints Team Lead - Customer Support
Posted on: January 02, 2026 | Customer Support
Company Name: WISE (Formerly TransferWise)
Application Deadline: Open Until
Team: Customer Support | Reports To: Head of Customer Support
Division: Customer Experience | Employment Type: Full-Time
Location: Telangana, Hyderabad, India
Schedule: On-Site (Office-Centric) | Experience Level: 05+ Years
About Wise
Wise is a pioneering global technology company revolutionizing how the world moves and manages money. With our commitment to minimum fees, maximum ease, and full speed, we're transforming international money transfers for millions of people and businesses worldwide.
Whether customers are sending money internationally, spending abroad, or managing cross-border payments, Wise makes their financial lives easier while saving them money. We're building an entirely new financial network—for everyone, everywhere—that operates with transparency, fairness, and customer obsession at its core.
Join our global community of 6,500+ Wisers across 70+ nationalities, working from Austin to Tokyo and everywhere in between, united by our mission to democratize access to fair financial services.
Role Purpose
As a Global Complaints Team Lead at Wise, you will be instrumental in ensuring our customers receive exceptional service and that their concerns are addressed promptly, fairly, and effectively. This is a strategic leadership role that combines people management, regulatory compliance expertise, operational excellence, and customer advocacy.
Your primary purpose is to execute a robust complaints management strategy that aligns with regulatory standards across multiple jurisdictions while supporting Wise's unwavering commitment to transparency and customer satisfaction. You'll lead a dedicated team of Complaints Officers, providing the guidance, coaching, and support necessary to ensure all complaints are handled efficiently and in accordance with established procedures and regulatory requirements.
Beyond day-to-day operations, you'll analyze complaints data to identify underlying trends, address root causes, and drive systemic improvements that enhance our overall customer experience. This role offers a unique opportunity to collaborate with cross-functional teams including Product, Engineering, Legal, Compliance, and Operations, directly influencing product development and process optimization to minimize complaints and deliver superior customer outcomes.
Core Responsibilities
People Management and Team Leadership
You'll manage the Complaints team at both individual and collective levels, serving as mentor, coach, and performance manager. Through weekly check-in sessions and monthly one-on-one meetings, you'll provide ongoing coaching and mentoring that supports individual growth, career development, and professional excellence.
Your people management responsibilities include ensuring team members complete required training and that the team's knowledge remains current on all regulatory and compliance matters affecting complaints handling across the jurisdictions Wise operates in. You'll manage team capacity strategically, planning ahead and hiring in alignment with company policy when scaling is necessary to meet growing customer needs.
Absence management falls under your purview—ensuring team holidays are properly taken, documented in Workday and relevant systems, and that time entries are verified and approved before payroll cut-off. You'll keep team members engaged through organizing meaningful team-building activities and events that strengthen relationships and foster collaborative culture.
Performance Management Excellence
You own the performance of your team and are accountable for delivering departmental KPIs that enable the Complaints function to achieve its objectives. This means setting clear quantitative and qualitative performance expectations alongside behavioral standards, assessing performance against established KPIs, and providing regular, actionable feedback that helps team members continuously improve.
You possess comprehensive knowledge of complaints jurisdictions, targets, and KPIs across the markets Wise serves, making yourself available when your team needs support navigating complex cases or regulatory requirements. Your performance management approach balances accountability with empathy, driving results while maintaining team morale and psychological safety.
You'll develop talent mapping approaches that identify future talent requiring nurturing, surface current performance gaps, and create development pathways that help every team member reach their full potential. When performance gaps emerge, you'll remedy them utilizing relevant people policies as guidelines while maintaining fairness and consistency.
Strategic Execution and Operational Efficiency
You'll align team objectives with broader organizational goals, ensuring every team member is clear on the strategy and understands how their work directly supports Wise's mission. You'll develop and execute strategies to achieve targets while continuously evaluating and enhancing operational delivery to drive improvements in team performance, customer experience, and regulatory compliance.
Stakeholder management represents a key aspect of this role. You'll provide support to internal stakeholders across Product, Engineering, Legal, Compliance, Operations, and senior leadership, building strong relationships, seeking their feedback, and managing expectations effectively. You'll serve as a subject matter expert on complaints management during cross-functional projects, providing guidance on best practices and regulatory requirements that inform strategic decisions.
Your proactive approach to risk management means identifying emerging trends and potential issues before they escalate, then helping deliver strategies to mitigate risks associated with complaints. You'll ensure all complaint handling activities are properly documented and recorded in accordance with regulatory requirements, maintaining detailed records of complaints, responses, and resolution outcomes while preparing regular reports on complaint handling metrics and trends for management review.
Change Management and Continuous Improvement
Innovation drives your approach to complaints management. You'll suggest innovative solutions and best practices to reduce complaint resolution times and enhance the overall quality of responses to customer concerns. Using data and analytics, you'll identify recurring issues and root causes, leading to targeted process improvements and service enhancements.
You actively participate in effective change management by communicating changes clearly to your team and stakeholders, helping create and maintain a culture of continuous learning and improvement. You encourage experimentation and knowledge sharing to drive innovation, suggesting continuous improvement initiatives that enhance efficiency, effectiveness, and customer satisfaction.
This includes soliciting feedback from team members, analyzing performance metrics, and implementing process improvements that streamline workflows and reduce turnaround times while maintaining or improving quality standards. You never settle for "good enough"—you're constantly seeking ways to elevate performance and outcomes.
Customer Experience Enhancement
You execute strategies and initiatives to enhance customer experience through effective complaints resolution and proactive management. You implement feedback loops that capture customer insights and integrate them into initiatives supporting service improvement and product development.
Championing a customer-centric approach to complaints handling, you advocate for proactive communication, transparency, and fair treatment in every customer interaction. You act as the voice of the customer from a complaints perspective, ensuring valid contributions to efforts around improving customer service experience across the entire Wise platform.
Your customer advocacy extends to representing customer needs and interests within the organization, ensuring complaints are addressed promptly, fairly, and transparently. This involves representing the voice of the customer in internal discussions and decision-making processes, advocating for changes or improvements to products, services, or processes based on customer feedback and complaints data analysis.
Continuous Professional Development
You stay current with industry trends, best practices, and emerging technology in complaints management and customer advocacy. You regularly work on complaints including escalated cases to ensure your product knowledge remains at a high level, enabling you to provide meaningful guidance and support to your team.
You actively pursue professional development opportunities such as certifications, workshops, and conferences related to customer advocacy, complaints management, regulatory compliance, and leadership excellence. Your commitment to continuous learning models the behavior you expect from your team members.
Required Qualifications
Experience and Background
You bring proven experience in complaints management, customer experience, or customer support leadership roles. Your background demonstrates success in managing teams, driving performance improvements, and navigating complex regulatory environments. You understand the unique challenges of complaints handling in highly regulated industries, particularly financial services or fintech.
Leadership Excellence
You have a track record of driving change and innovation while aligning your team with organizational goals. Your leadership style is adaptive—you coach and support team members effectively, fostering their career growth while holding them accountable for performance. You empower your team by providing clarity on expectations, resources to succeed, and autonomy to make decisions within appropriate boundaries.
Problem-Solving Capabilities
You excel at identifying impactful problems, determining root causes, and ensuring proper ownership and resolution. Your analytical mindset allows you to see beyond individual complaints to systemic issues that require process or product changes. You're comfortable dealing with ambiguity and complexity, breaking down sophisticated problems into manageable components.
Data-Driven Decision Making
You confidently use data and key metrics to guide your team and enhance performance and impact. You understand which metrics matter most, how to interpret trends, and how to translate insights into actionable strategies. Your decisions are grounded in evidence rather than assumptions, and you can articulate the rationale behind your choices clearly.
Customer Focus
You provide clarity on customer needs and ensure team goals prioritize customer impact above all else. You understand that complaints represent valuable feedback and opportunities for improvement rather than problems to be minimized. Your customer-centric mindset permeates every aspect of how you lead and operate.
Communication and Collaboration
You model inclusive leadership and encourage respectful, transparent communication. You communicate openly with team members, stakeholders, and senior leadership, adapting your style to different audiences while maintaining consistency in messaging. You build trust through honest, timely communication even when delivering difficult messages.
Ownership and Accountability
You fully commit to your responsibilities, always striving to meet or exceed performance targets. You take ownership of outcomes—both successes and failures—without deflecting blame or making excuses. Your accountability mindset creates a culture where team members feel empowered to take similar ownership of their work.
Performance Management Skills
You set clear expectations, coach your team effectively, and provide actionable feedback that drives improvement. You're comfortable having difficult conversations when performance issues arise, and you follow through consistently on development plans and performance improvement initiatives.
Change Champion Qualities
You embrace new solutions and drive process improvements with enthusiasm and persistence. You're comfortable challenging the status quo when better approaches exist, and you help your team navigate change successfully by communicating rationale, addressing concerns, and celebrating progress.
What We Offer
Competitive Compensation
We offer an attractive salary range of ₹14,50,000 to ₹20,00,000 per annum, reflecting the strategic importance of this role and the expertise required to excel in it. Compensation is commensurate with experience, skills, and demonstrated capabilities.
Impact and Influence
This role offers significant impact on customer experience, operational excellence, and Wise's reputation across the markets we serve. Your work directly influences how hundreds of thousands of customers perceive Wise, and your insights inform strategic decisions affecting product development and service delivery.
Professional Growth
You'll develop deep expertise in complaints management, regulatory compliance, customer advocacy, and operational leadership. Wise supports continuous learning through training programs, professional development opportunities, and exposure to global best practices. Career progression opportunities exist within Customer Support leadership, broader Operations roles, or cross-functional moves into Product, Compliance, or other areas.
Collaborative Culture
Join a global team that values collaboration, innovation, transparency, and customer obsession. Work alongside talented colleagues from diverse backgrounds who share your commitment to making financial services fairer and more accessible. Wise's culture encourages healthy debate, experimentation, and learning from both successes and failures.
Mission-Driven Work
Contribute to Wise's mission of building money without borders for everyone, everywhere. Your work helps ensure that when things go wrong, we make them right—reinforcing customer trust and loyalty that enables us to continue growing and serving more people globally.
About Diversity and Inclusion at Wise
For everyone, everywhere. We're people building money without borders—without judgment 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 contribute toward our mission, and able to progress in their careers.
Application Process
If you're an experienced customer support or complaints management leader passionate about customer advocacy, regulatory excellence, and team development, we'd love to hear from you. Join Wise in Hyderabad and help us deliver exceptional complaint resolution experiences that reinforce customer trust and loyalty.
Apply now to start your journey with Wise and become part of a global team revolutionizing how the world moves money.
To learn more about life at Wise, visit Wise.Jobs and follow us on LinkedIn and Instagram.
Wise is an equal opportunity employer committed to building diverse, equitable, and inclusive teams across the globe.
.jpg)
