Project Manager and Data Expert - Customer Support at WISE · Tallinn

companyDescription 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. jobDescription We’re looking for a Customer Support Project Manager and Data Expert to join our Customer Support Team in Tallinn. Ready to change the game for millions of customers worldwide? At Wise, we’re on a mission to create a world where money moves effortlessly, without borders—and our customers deserve support that moves just as fast. If you’re passionate about turning insights into impact, driving meaningful change, and improving customer experiences on a global scale, this is your opportunity. We’re looking for a Customer Support Resolution Rate Program Specialist and Data Expert who’s ready to roll up their sleeves, dive into the data, and help design smarter ways for us to resolve customer problems. You’ll partner with our Principal Program Manager and collaborate with teams around the world to identify what’s getting in the way of resolution—and make it better. This is more than just a support role. It’s your chance to shape how millions of people experience Wise, every day. What You’ll Own 💡 Spot the Gaps - Dig into customer support data to find trends, root causes, and areas for improvement. ⚡ Drive Change - Help build and roll out programs that remove blockers, speed up solutions, and keep our resolution rates climbing. 🌎 Collaborate Globally - Work with customer support teams globally to gather insights, share feedback, and make our processes stronger. 📊 Track Success - Build reports, dashboards, and presentations that keep our teams aligned, informed, and ready to improve. 📚 Empower Teams - Support the design of training and resources that help agents master new tools and workflows. 🔄 Keep Things Moving - Play a key role in change impact assessments to make sure new initiatives land smoothly and make a lasting difference. Why You’ll Love This Role: ✅ You’ll directly improve how millions of customers experience Wise support. ✅ You’ll develop your skills in data analysis, program coordination, and process design. ✅ You’ll work cross-functionally with passionate teams solving complex global challenges. ✅ You’ll help create a support experience that’s as seamless as our product. ✅ You’ll grow your career in a company that’s scaling fast, with endless opportunities to make an impact. 📊 A bit more about the KPIs: Project Satisfaction Rate Project schedule adherence (measured in deviation) Estimate to project completion Current development backlog vs planned Project Success Criteria Compliance Data and reporting accuracy qualifications What We’re Looking For: 🎓 Bachelor’s degree in Project Management, Data Analytics or a related field. 🌟 3+ years of experience in customer support program management or similar roles in high-paced, product-led companies (FinTech is a plus). 💼 2+ years in a leadership or subject matter expert role. 📊 Strong analytical skills and the confidence to turn numbers into actions. Required SQL fluency. 🗂 Stellar organizational skills to juggle multiple projects at once. 🤝 Great communication skills and a collaborative spirit. 🛠 Experience with Excel, PowerPoint, Word, and customer support tools (Twilio, Ninjas, Zendesk, Salesforce). Ideally solid on Claude Code use and connectivity. 📌 Bonus points if you know your way around Jira, Trello, Asana, or have experience with Lean or Six Sigma methodologies. additionalInformation What We Offer 💰 Competitive salary: 3400 - 4450 EUR gross/monthly and benefits—explore them here. 🌎 A global, diverse, and inclusive workplace. 📈 Career growth and endless learning opportunities. ✨ The chance to make an impact on our support experiences Application process: Recruiter Screen 1st round interview Take Home Test Final Interview Ready to help us build smarter, faster, and better support for everyone? Apply today and be part of something truly global! 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.