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.

We are looking for a Senior Engineering Lead to head the Support Group.

The Support Group's mission is to provide fast and effective assistance to customers encountering issues with our products.

This group is made up of three engineering teams, focused on:

• Chat Platform: Providing a chat interface that our customers can use to interact with automated and human agents.
• Automation: Leveraging traditional machine learning and LLMs to understand our customer’s problems and deliver relevant and helpful solutions to those problems.
• Agent Tooling: Ensuring that when a real human touch is needed, the right agent is there with the right context to help.

We work closely with product, design, and analytics to make sure our support experience is fast, effective, and thoughtful — whether it’s handled by a machine or a person.

You will support the engineering leads of the three teams that make up the group. Your primary responsibility is to ensure these teams are consistently delivering customer value.

You’ll coach and guide the engineering leads to help them:

• Focus on delivering customer value.
• Align their teams on goals and priorities.
• Collaborate across functions.
• Build healthy, high-performing teams.
• Balance long-term architecture with short-term delivery.
• Maintain focus on quality, speed, and outcomes — not just output.

At the strategic level you will also collaborate with your peers from other functions in the group leadership: analytics, product management and design. You will work closely together to shape the vision and strategy of the group, to translate your teams’ effort into tangible results.

We’re looking for someone who is a strong practitioner of lean product development principles, including:

• Driving iterative development that embraces learning and discovery early, while delaying irreversible decisions until we’re better informed.
• Championing evolutionary architecture - avoiding overengineering, and letting real-world usage shape the system over time.
• Continuously identifying and removing bottlenecks to keep delivery fast, smooth, and sustainable.
• Keeping business outcomes front and center - making sure teams understand what success looks like and how to measure it.
• Collaborating in true cross-functional fashion - working closely with product, design, and analytics, and valuing diverse perspectives to shape better solutions.

The perfect candidate has significant hands-on leadership experience in at least one, and preferably more of the following areas:

• AI/ML-Driven Product Development: Leading multiple teams with embedded Data Science skills set that have built, deployed, and iterated on ML models or AI-powered services/features.
• Platform Engineering: Guiding teams responsible for building and scaling APIs, shared services, or data platforms that are consumed by other engineering teams.
• Building internal tooling for back-office staff.
• Building and Scaling Customer Support Technology Functions: A strong track record of building customer support-focused engineering teams from the ground up, or through periods of rapid growth, ideally within a global technology company.
• Experience with search/vector databases, Large Language Model (LLM) infrastructure, data platforms, or ML Ops is a significant plus.

If you’re excited by the idea of leading a strong team in a high-impact area of the business, and you enjoy creating an environment where engineers can thrive and customers feel supported — we’d love to hear from you.

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.

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