Global Complaints Team Lead

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 .

Job Description

• We're looking for an experienced lead of business customers that can drive exceptional customer service, while generating high quality and actionable insights to key stakeholders, to create lasting and positive changes.
• At Wise, we're on a mission to make money move as easily as information — fair, transparent, and fast.
• As our Business Complaints Team Lead for Budapest, you'll be central to that mission: ensuring our business customers in Budapest receive fair, high-quality outcomes when things go wrong, and leading a team that sets the standard for what great complaints handling looks like.
• You'll build and lead a growing team of Business Complaints Officers in Budapest, coaching them to deliver excellent outcomes, managing day-to-day performance, and driving continuous improvement through data and root cause thinking.
• More than a people manager, you'll be an advocate for customers, a bridge to cross-functional teams, and a critical voice in shaping how Wise handles complaints.
• If you're passionate about people development, customer fairness, and making a real difference in a fast-moving fintech, this is the role for you.

Roles & Responsibilities

Leadership & Team Management

• Lead and develop a team of Business Complaints Officers in Budapest, managing daily operations and maintaining a high-quality, high-care culture
• Coach officers on complaint writing quality, regulatory obligations, and fair customer outcomes
• Monitor team KPIs and SLA performance, addressing underperformance proactively and recognising strong work
• Act as the primary escalation point for complex, sensitive, or high-risk cases

Customer Focus & Quality

• Ensure every complaint is resolved fairly and in line with regulatory requirements
• Review and quality-check case outputs, delivering structured feedback and coaching
• Champion the customer internally — use complaint insights to advocate for product and process improvements across the business

Analytical Thinking & Reporting

• Identify trends in complaint data and translate them into actionable insights for the team and senior stakeholders
• Contribute to MBR-level reporting on complaint volumes, SLA performance, and root causes
• Use tools including Zendesk, Looker, and internal dashboards to manage workload and quality proactively

Stakeholder Collaboration

• Work cross-functionally with Operations, Product, Compliance, and WFM to resolve systemic issues
• Engage with regulatory bodies as required, ensuring timely and accurate responses
• Represent the complaints team in senior forums and contribute to the global complaints strategy

Qualifications

About You

• You have at least 12 months' experience as a Complaints Specialist or 24 months experience as a Complaints Officer or in a senior/leadership role in customer service or complaints handling
• You're a natural people developer — you coach, challenge, and genuinely care about the growth of your team
• You're analytical — you can spot trends in data, ask the right questions, and turn insight into action
• You communicate clearly and confidently, adapting your style for different audiences — from frontline officers to senior stakeholders
• You're customer-obsessed: fair outcomes for customers are your non-negotiable
• You're organised and reliable — you manage your team's workload and your own with care and precision
• You're comfortable using Zendesk, Looker, or similar tools — or eager to build that capability

Additional Information

Salary for the role - 1,120,00 HUF to 1,440,000 HUF gross monthly (+RSU's)

Unfortunately we are not able to offer sponsorship or relocation for this role.

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 .