Title: Customer Support Area Lead Location: Austin 110000 - 141000 USD Annual 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 The Customer Support Area Lead is responsible for overseeing multiple Customer Support Senior Team Leads within certain functional areas, which might be a site, group of sites or specific operational domain/area, driving strategic direction and operational excellence. In this role you are the full owner of your space in every aspect and are responsible for defining and executing on your area’s strategic objectives and focus on building high performing teams that consistently achieve our operational targets and quality standards. You will lead various cross-team initiatives to streamline processes and enhance operational efficiency. You will need to act as a Wise culture ambassador and clearly articulate complex challenges and inspire your team to be successful. Job Responsibilities - Area Leadership: Lead by example and drive a customer focused mindset across your team as well as the wider organisation. Promote a culture of ownership and accountability. Enable your teams to become high-performing through coaching, continuous development, and succession plans for senior leads. - People management: Coach and develop a strong team of Customer Support Senior Team Leads. Come up with initiatives to help your team to grow their skills, behaviours, and competencies. Design and manage development plans on identified opportunities. Conducts career map check-ins and makes recommendations for promotions, salary raises, and other decisions. - Operational management: Be accountable for your Area operations. Identify and propose opportunities for process improvements, policies, and team structures. Collaborate with central functions and other operational teams as needed to increase automation and operational efficiency. Monitor global area resource allocation and refine standard operating procedures to scale our operations. - Performance management: Be fully responsible for performance of the assigned Area. Drive the initiatives and KPIs of your area with the organisation’s strategic vision. Ensure that your senior team leads have appropriate plans in place to meet performance and quality targets. Create comprehensive plans for developing future leaders. Provide regular coaching and work with your direct reports to inspire them and improve their leadership skills. Be an advocate for the company values, our long term strategic goals and promote them across the Customer support organization. - Expertise Sharing: Be a subject matter expert in your area and stay up to date with changes in global and regional regulatory requirements. Maintain a comprehensive understanding of our regulatory obligations, internal policies, and applying a risk-based approach to deterring and preventing money laundering and financial crime. Take effective actions during audits and assist the compliance team with evolving our internal policies and standard operating procedures. - Planning and execution: Ensure operational area plans are set in place and provide insights to other stakeholders. Take full accountability in delivering your own initiatives and making sure your area is making progress on their goals. There is a clear strategy within your domain that is connected with the wider organisational key objectives. - Stakeholder management and communication: Lead and oversee complex, cross-team initiatives that involve multiple stakeholders. Set strategic priorities, allocate resources effectively, and ensure that key initiatives are delivered on time. You are able to communicate complex topics in an easy to understand and engaging way. Be an ambassador of Wise Culture and passionate advocate for Customer Success. Qualifications - Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts. - A minimum of 2+ years of experience in customer support organisation. - At least 4+ years of leading large teams. - Advanced understanding of the regulatory framework surrounding Customer Support. - Able to use and translate analytics to manage their operational area. - You are punctual, independent, proactive and willing to get things done. - You have excellent communication and interpersonal skills, strong organisational skills, great time management, and ability to work in a fast paced and high pressure environment. - Ability to multi-task and take responsibility in challenging situations; - You are capable of identifying gaps in policies and processes and providing detailed feedback, including examples when possible, through the established communication channels. - Proven track record of taking individual ownership and responsibilities as well as being a great team-player - Ability to independently analyze and move the team’s metrics without external support Nice to have: - Education: Bachelor’s degree in Finance, Business Administration, or related field. - Experience in using Business Intelligence tools such as Looker, Superset, Redash or Microtab. Additional Information - Location: Austin, Texas, USA (Hybrid) - Compensation: 110000 USD yearly - Language Requirement: Please submit your CV in English (our official working language). - Work Eligibility: Candidates must be authorized to work in the US. We cannot sponsor visas or provide relocation packages. - Remote Status: This is a hybrid role; it is not a fully remote position. - Benefits: Click here to see the benefits we offer! 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.

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We’re also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you. About the Role: The Ideal Technical Support Engineer candidate is passionate about technology and customers. A true problem solver, the Technical Support Engineer will provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service. What You'll Do: - You will take ownership of customer issues, including; initial troubleshooting, identification of root cause and issue resolution or escalation, identify and escalate priority issues that need immediate attention - Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience - Serve as internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible - You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers - Create the process or troubleshooting documentation in the support of knowledge base. - We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers What You'll Need: - 3+ years of customer support, technical support, system administration or related customer facing role - Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues - Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment - Ability to learn new technologies quickly - Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.) - Ability to work independently with little direct supervision and as a part of a team - Outstanding analytical and organizational abilities - Ability to remain calm, composed and articulate when dealing with tough customer situations - Professional fluency with the English Language Bonus Points: - Experience supporting Kernel level security solutions - Experience supporting hybrid environments - Experience supporting security applications such as AV, VPN, Firewall, proxy - Linux troubleshooting experience a plus - Experience with Splunk - Experience with troubleshooting Windows and Mac #LI-Remote #LI-RL1 #LI-RC1 Benefits of Working at CrowdStrike: - Market leader in compensation and equity awards - Comprehensive physical and mental wellness programs - Competitive vacation and holidays for recharge - Paid parental and adoption leaves - Professional development opportunities for all employees regardless of level or role - Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections - Vibrant office culture with world class amenities - Great Place to Work Certified™ across the globe CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program. CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.

Role Description As a Technical Support Engineer, you will provide technical support for the startup, operation, and service of Trane Commercial Chiller equipment manufactured in Grand Rapids, MI. Excellent customer service skills and documentation of work performed are required when communicating with our customers, technicians, and administrators. As a Chiller Technical Support Engineer, you will assist technicians in the troubleshooting process utilizing knowledge of air and water-cooled commercial chillers. Specialists in this role must have vast field experience, giving them the knowledge required to: - Remotely guide technicians through equipment and describe to them what they are seeing. - Evaluate technician skill levels to keep them safe. - Confidently determine the best course of action. You will need to demonstrate the ability to apply basic electrical theory, knowledge of unit level controls, thermodynamics, and basic refrigeration theory as well as your field experience. What you will do: - Provide Technical Service Support for Trane Field Service Agencies including some travel to work sites when necessary. - Troubleshoot Chillers remotely. - Perform chiller service report and chiller data analysis. - Organize data collected including reports and other records as required to support data-driven decision making. - Interact with other Trane functional areas to provide customer support and achieve overall business unit objectives. - Originate solutions in the Help Center and/or technically review solutions for problems. - Travel (up to 15%) to jobs to troubleshoot, train, provide field support, and support new product development. - Review and direct customer interaction for Trane Chillers. - Assist with root cause analysis and defect resolution. - Author and/or review product literature and assist with training classes. - Be the subject matter expert for one or more chiller components/applications and be a resource to internal team members in those areas. - Lead and/or participate as a team member on supporting teams such as field quality problem solving and field service communications. - Ensure quality standards of all technical service operation processes and functions required for execution of work and customer satisfaction. - Participate in Quality Audits, Design review teams, and technology transfers. - Identify field problem trends and provide detailed information to the Quality department relating to field or factory failures for product improvement processes. - Drive quality improvement projects and participate in NPD projects as a voice of the field to ensure adequate serviceability is accounted for in the design process. - Provide support to our Mission Critical customers on startups, commissioning, and servicing of chillers. - Your scheduled hours may flex to provide support outside normal business hours. - Consider the future goals and current needs of the department and make data-informed decisions. Qualifications - 10+ years of experience preferred but not required in servicing HVAC equipment and systems. - Associates or Bachelors degree is preferred but not required. - Professionally trained on various Trane equipment. - Ability to travel up to 10%. - Ability to define problems, collect data, establish facts, and draw valid conclusions. - Ability to understand and apply temperature and pressure theories as well as basic electrical theories and application. - Operating knowledge of Microsoft Office software and working proficiency with handheld computer (i.e., Smartphone, iPad). - Ability to manage support cases within Remedy software. - While performing the duties of this job, the employee is regularly required to sit, type, read, talk, and listen. - The employee must be able to meet the physical demands of typical HVAC equipment service routines. Requirements - Excellent written and verbal communication. - Ability to troubleshoot complex refrigeration and electrical systems. - Keeps current on Trane Unitary Commercial products concerning installation, operation, maintenance, service, and repair. - Additional knowledge of Large Unitary Products and BAS systems would be beneficial but not required. - Adaptable and possesses the ability to prioritize multiple high-priority customer cases. - Flexibility to work extended hours on occasion. - Ability to meet short- and long-term deadlines. - Effectively meet the needs of internal and external customers. - Ability to work regularly and dependably. - Ability to function in a team environment. - Demonstrate ability to cope with stress and maintain a pleasant and cooperative temperament with internal and external customers. - Demonstrate ability to perform mental tasks such as making decisions, learning, thinking rationally, and exercising good judgment. Benefits - Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives. - Family building benefits include fertility coverage and adoption/surrogacy assistance. - 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution. - Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave. - Educational and training opportunities through company programs along with tuition assistance and student debt support.

• Providing phone/email support for internal/external customers • Consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool • Demonstrating a high level of technical expertise in clinical laboratory practice • Taking timely action and ownership on all open tickets to troubleshoot and resolve customer issues • Meeting/Exceeding individual service level metrics to meet the needs of the customer/business