Senior Tooling Specialist

Role & Job Purpose

The primary focus of the Senior Tooling Specialist is to maximize CS agent uptime and drive the long-term technical maturity of our Customer Support infrastructure.

In this role, you will own the end-to-end strategy for collating, triaging, and prioritizing the highest-impact bugs blocking our frontline thereby systematically transforming operational friction into permanent engineering solutions. You will lead the transition of our operations away from manual workarounds toward integrated, enterprise-grade platforms (SupportBase, Zendesk). Furthermore, you will directly manage back-end routing engine configurations to execute complex operational pilots, launch strategic improvement initiatives, and complement our engineering team.

Key Performance Indicators (KPIs)

BAU Operations & Operational Health

• Unblocking Architecture & SLA: Maintain target SLA (<10 mins) for critical agent blocks while designing and expanding self-service capabilities that systematically reduce total manual interventions.
• Bug Strategy & Quality: Own and optimize the SupportBase bug triage framework (~6,000 cases/month across CS), ensuring high-impact friction points are accurately diagnosed, prioritized, and handed off to engineering with comprehensive Root Cause Analyses (RCAs).
• Zendesk Ecosystem Deliveries: Spearhead the planning, architecture, and deployment of complex Zendesk workflow updates and system enhancements aligned with operational strategy.

Special Projects & Infrastructure

• Routing Engine Architecture: Own and execute custom routing change configurations on the backend with zero critical deployment errors, serving as the functional bridge between Ops and Core Engineering.
• Queue Strategy & Management: Design, build, and optimize scalable queue architectures to support complex, multi-region operational demand.

Job Responsibilities

Discovery & Strategic Design

• Proactively audit and diagnose systemic inefficiencies, bottlenecks, and tooling gaps across the Servicing domain.
• Architect and champion scalable tooling solutions that align with long-term organizational strategy and technical standards.
• Lead cross-functional Root Cause Analysis (RCA) initiatives, turning complex operational data into permanent technical solutions.

Subject Matter Leadership

• Serve as the principal Subject Matter Expert (SME) for SupportBase, Zendesk, and routing logic across Customer Support.
• Drive the roadmap for system enhancements and underlying tool fixes to continuously elevate frontline productivity.
• Lead end-to-end execution of high-impact initiatives aimed at modernizing CS tooling infrastructure.

Structured Problem Solving & Innovation

• Uncover hidden operational friction points and establish strategic improvement roadmaps for the Servicing organization.
• Apply advanced problem-solving frameworks (e.g., logic trees, gap analysis, value-stream mapping) to eliminate manual workflows.
• Partner with senior operational leaders to define productivity benchmarks and deliver measurable ROI.

Complex Project Execution

• Lead the planning, execution, and delivery of complex, cross-functional tooling and process initiatives.
• Establish project documentation standards, governance frameworks, and clear communication channels across all stakeholder tiers.

Impact Analysis & Data Governance

• Rigorously evaluate the business impact of infrastructure changes and establish post-implementation tracking to quantify agent uptime gains.
• Leverage analytical platforms (Looker, Superset) to build predictive performance models and identify next-generation optimization opportunities.

Stakeholder Engagement & Engineering Partnership

• Partner closely with Product, Engineering, Compliance, and Senior Operations Leadership to align roadmaps and unblock delivery dependencies.
• Facilitate strategic workshops to translate frontline operational needs into clear technical requirements for engineering teams.

Experience & Knowledge

• 3-5 years of experience in technical operational analysis, systems architecture, process engineering, or technical project management.
• Technical Background: Degree or equivalent hands-on experience in Computer Science, Systems Engineering, Information Systems, or technical tooling administration.
• Platform Expertise: Deep hands-on experience configuring and administering enterprise operational platforms and analytics engines (e.g., Zendesk, SupportBase, Twilio, Looker, Superset).
• Domain Context: Strong familiarity with high-volume, complex operational domains (e.g., Customer Support, KYC, FinCrime).

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. 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.