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About the company 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 . The role We are looking for a Customer Support Regional Lead to oversee our Business Support operations across Europe and the UK. As a "Leader of Leaders," you will lead the teams supporting our global Business customer base while working closely with our product teams to ensure our European markets receive world-class support. Are you ready? 🚀 The Role : Reporting to the Global Head of Business Customer Support, you will architect a scalable model that balances location strategy, language requirements, and cost-efficiency. You will deep-dive into regional data to identify performance outliers, navigate complex European regulatory landscapes, and ensure our support is fully compliant and audit-ready. Based in our Tallinn office , you will lead a senior operational leadership team, coaching them to drive world-class performance for a regional team of 150-170+ people . You will own the regional Business Support strategy, ensuring local execution aligns with our global mission. The Team: You will join a high-impact leadership circle that bridges the gap between our Global Servicing functions and our Product teams. You will act as the "Voice of the European Business Customer," partnering with Product Leads to ensure the solutions we build—from AI automation to self-serve help content—positively impact our customers across the region. Qualifications Senior Leadership Experience: You have at least 4+ years in senior leadership , specifically with a proven track record of managing other senior managers or site leads (Leader of Leaders). Operational Scale: You have experience managing large-scale operations (60+) across multiple locations, including working with Outsourced (BPO) partners . Data-Driven Rigor: You are obsessed with metrics like CES (Customer Effort Score) , FCR , and Cost per Agent , using data to drive cross-functional coalitions and measurable change. Regulatory and Audit Expertise: You are comfortable representing your region in internal and external audits, ensuring full compliance with regional financial regulations. Strategic Planning: You have experience developing and executing operational roadmaps with a long-term (12-month) horizon. Communication and Influence: You are an effective, "straight up" communicator who can adapt your style to different audiences and challenge the status quo when necessary. Values Alignment: You lead with a "no-ego" approach, prioritizing the mission over status. You thrive in a "no-frills" environment where impact is the primary measure of success. Additional information Hiring Process: Application review (CV) Screening call with a member of the Talent Acquisition team First interview with the team Second interview with stakeholders Final interview with Hiring Managers Salary range for this role: 5000 - 6600 EUR gross monthly What’s in it for you: 🚀 RSU package in a rapidly growing company 💻 Flexible, hybrid working model 💪 An annual self-development budget ☀️ Paid time off : 28 days vacation + 3 “Me” days + 1 volunteer day, annually 🏝️ A paid 6-week sabbatical leave after four years with us 💉 Wellbeing allowance with options such as health insurance and Stebby credits for you to choose from Click here to learn more about the benefits that we offer at Wise. Ready to lead the future of how we move money? Apply now by submitting your CV in English. 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 contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

About the company 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 . The role The WFM Capacity Planning Analyst is responsible for the development, maintenance, and execution of workforce capacity plans, ensuring staffing supply is aligned with validated demand, service targets, and operational constraints. This role focuses on analytical execution and cross-functional coordination: translating demand forecasts into capacity requirements, validating assumptions with stakeholders, preparing hiring inputs, and ensuring clean handover of approved plans into Scheduling. The role involves workforce strategy or executive trade-offs. It executes the capacity planning methodology, coordinates validation and sign-off, and escalates risks and gaps to senior planners and WFM leadership. Your Mission: Capacity Plan Development & Maintenance: Build and maintain workforce capacity plans across short- and mid-term horizons (e.g. weekly, monthly, quarterly) using approved methodologies. Translate validated demand forecasts into required headcount / FTE, hours and staffing profiles,skill- and channel-based capacity requirements. Ensure capacity plans reflect agreed SLA targets, productivity and AHT assumptions, shrinkage, availability, and operational constraints. Demand Validation & Stakeholder Sign-Off: Partner with Demand Management to validate demand drivers and forecast inputs, understand launch timing, phasing, and risk. Partner with Analytics / Forecasting to validate volume, AHT, and productivity assumptions and challenge anomalies or inconsistencies in data. Partner with Operations to validate operational feasibility of capacity plans and confirm constraints, risks, and execution readiness. Drive formal capacity plan validation and sign-off, ensuring assumptions, risks, and trade-offs are clearly documented. Capacity-to-Scheduling Handover: Own the structured handover of approved capacity plans to Scheduling, ensuring capacity outputs are translated into clear scheduling requirements, assumptions, constraints, and sensitivities are fully understood, and timing and phasing of capacity changes are explicit. Act as the primary point of contact for Scheduling on capacity clarifications, interpretation of plan outputs, plan changes or re-validations. Ensure changes to capacity plans are version-controlled, communicated clearly and re-approved where required. Hiring Strategy Inputs & Workforce Supply Planning: Translate capacity plans into hiring requirements, including hiring volumes, start dates and ramp profiles, skill and location requirements. Data Collection & KPI Inputs for Capacity Exercises: Own the collection, validation, and preparation of data inputs required for capacity planning, including volumes and forecast outputs AHT and productivity metrics shrinkage, absence, and attrition data historical plan vs actual performance. Ensure data sources are consistent, documented, auditable and repeatable. Partner with Analytics and WFM execution teams to improve data quality and availability for future planning cycles. Scenario Analysis, Risk Identification & Continuous Improvement: Run structured what-if scenarios to assess the impact of demand volatility, hiring delays, productivity changes, operational or policy constraints. Partner with Operations, Talent Acquisition and Ops Partners to validate hiring feasibility and constraints. Highlight hiring risks such as lead-time misalignment, ramp shortfalls, attrition sensitivity. Support workforce supply decision-making by providing clear, data-backed hiring scenarios. Qualifications 2–4 years of experience in Workforce Management, Capacity Planning, Forecasting, Planning, or Operations Analytics. Experience working in high-volume operational environments (contact centre or case-based). Exposure to planning cycles, stakeholder validation, and workforce supply planning. Strong understanding of capacity planning concepts, including demand vs supply balancing, AHT and productivity drivers, shrinkage and availability, skill-based capacity modelling. Ability to build, maintain, and explain structured planning models. Comfortable analysing scenarios and articulating impacts and risks. Strong proficiency in spreadsheets (Excel / Google Sheets), including complex formulas, scenario modelling and data validation. Experience working with WFM or planning tools (e.g. Calabrio, NICE, Verint, or similar) is preferred. Comfortable working with large datasets and multiple data sources. A self-starter who is comfortable working autonomously. Some extra skills that are great: Familiarity with Python or any other scripting language. SQL skills. 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 contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

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About the company 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 . The role The Team Wise Platform helps banks, software companies and large enterprises leverage Wise’s infrastructure to offer their customers world class payments products through their own channels. Our partners make up some of the world’s biggest banks and online platforms, such as Monzo, N26, and Google. Wise Platform is a start-up within a scale up. We’re based across the world - from Tallinn to New York, London, Singapore and beyond. Technical Support Engineers ensure that our partners get a rapid and effective response when issues arise; from general questions about the behaviour of an API or webhook, to acting as a first-responder for a major incident. The team are experts in the Wise Platform APIs, and provide 24/7 coverage - based across Tallinn, Singapore, and Austin - in order to maintain the highest quality and reliability for partners’ technical integrations. The Role We’re looking for a Technical Support Engineer for the Integration Success Team to scale our servicing capabilities for the Wise Platform. You’ll be part of a global team whose main focus is ensure that Wise API integration gets an industry leading level of assistance when they need it. You will often take ownership of complex support: from API behaviour issues, to act as first-responders in major incidents and collaborate across global internal teams. Your mission You’ll help support our API customers across different support channels and time zones - primarily with email in queues and also by phone or video conferencing in cases of critical issues. You’ll develop a deep expertise in Wise API and SWIFT products and capabilities, and solid understanding of how Wise Platform partnerships have integrated their solution with us. You’ll collaborate with teams across Wise globally. You’ll contribute to troubleshooting and solving issues that partners report, both independently and collaboratively with internal stakeholders such as engineering and commercial teams. You’ll contribute to product feedback with engineering but sharing and capturing knowledge and trends of issues. Qualifications About You You have previous experience in a technical support engineering role in an enterprise environment, and are familiar with support tooling and terminology You’re confident in testing and debugging REST APIs, interpreting log and querying databases You have strong organisation and prioritisation skills, and you’re able to focus on solving complex challenges at hand while setting expectations with stakeholders You thrive in a support environment, and also drive proactive improvements and initiatives where you identify them. You’re cool under pressure - can navigate and handle the response to several high severity incidents at once - incident management experience is preferable. While this is not a developer role, having basic knowledge of some programming languages would be desirable (eg. Python, JavaScript) The team works 24/5 service levels globally, you’ll be comfortable with some regular out-of-hours and on-call over the weekends. You work well in a team with a diverse group of people from all over the global and cultures and in different time zones. Qualifications Essential Experience is a technical support role for an API product Strong ability to test, troubleshoot REST APIs and understand API documentation Strong communicator who can articulate complex technical concepts to a non-technical audience Experience and willingness to be on call outside of normal working hours (compensated) Familiarity with incident management processes Desired Experience in payments / fintech Enterprise customer environment experience Programming in any language 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 contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

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