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

Global Complaints Team Lead

Job Description