Wise Platform Enterprise Specialist

As an Enterprise Support Specialist for Wise Platform, your primary mission is to resolve complex, day-to-day operational issues for our global partners. In your first few months, you will be right in the action: managing a high volume of incoming support tickets and acting as the primary point of contact for enterprise-level operational queries.

We rely on you to provide rapid, advanced-level support. Once you master our support ecosystem, your role will evolve. You will use the data from your front-line interactions to act as an internal liaison, identify process bottlenecks, and drive operational efficiency throughout the entire partner lifecycle.

What You’ll Do: Your role is focused on two core areas of responsibility:

Core Enterprise Partner Support

• Act as the frontline contact for partners, managing a high-volume support queue across email and phone channels within agreed SLAs

• Queue & Escalation Management: Investigate, troubleshoot, and resolve complex operational cases while coordinating with internal teams and external partners. 

• Drive enterprise incident response. You’ll act as the front line incident coordinator for high-impact issues affecting platform partners, coordinating cross-functional response, communicating timely updates to stakeholders, and serving as the process custodian. 

• Deep dive into data to analyze root causes and support trends to identify recurring partner pain points and drive continuous workflow improvements.

• Coordinate with internal Wise servicing teams to eliminate operational bottlenecks and streamline partner support workflows.

• Collaborate with Customer Success Managers (CSMs) and Account Managers (AMs), leveraging front-line ticket insights to assess partner health and surface growth opportunities.

Project Delivery and Data-Backed Insights

• Lead projects end-to-end by owning the full lifecycle of enterprise support initiatives, from scoping and stakeholder alignment through to delivery and post-launch review, coordinating across cross-functional teams to drive outcomes for our platform partners.

• Turn your front-line data-backed insights into reality. As you master the core support role, you will take ownership of operational improvement projects, communicating with both internal Wise teams and external partners to drive better solutions.

• Partner with Implementation Managers during project onboarding to align on partner requirements, review solution designs, and establish clear support models before go-live.

• Take ownership of the support ecosystem for each partner, including configuring Zendesk organizations, Knowledge Spaces, shared workspaces, and collaboration tools to ensure partners have the infrastructure they need from day one.

• Drive partner readiness by leading Customer Support workshops and developing training materials that cover currency-specific processes, escalation flows, and high-priority case handling. 

• Validate operational readiness by supporting end-to-end testing of new flows and identifying potential deployment risks to ensure minimal disruption before go-live.

• Act as the Voice of the Partner internally, leveraging your front-line expertise to review their operating environments, share best practices, and influence Wise product/process changes to ensure their needs remain central to our global scaling strategy.