Job description
Job Description
You’ll lead a Global Team of Mentors who empower Customer Care Experts across multiple markets and languages to deliver top-tier service and embody Wix’s Customer Care core goal: Deliver Exceptional Service Quality. You’ll coach your team to grow and succeed while collaborating closely with Global Markets leadership and other stakeholders to align mentorship strategies with each market’s unique needs. You’ll manage mentoring cycles and department reporting to ensure frontline insights drive better care experiences for Wix users across regions.
Lead and coach a team of Mentors supporting Customer Care Experts across multiple global markets and product areas.
Partner with Global Markets leadership to understand each market’s unique challenges, needs, and opportunities for growth.
Drive alignment between Care Delivery, Mentorship, and Global Markets to strengthen coaching and quality improvement initiatives.
Guide Mentors in organizing and executing mentorship cycles while ensuring consistent documentation, progress reports, and measurable outcomes.
Track and analyze team metrics such as quarterly interactions, mentoring impact, and project results.
Collaborate cross-functionally with Learning & Development (L&D), Quality & Care Insights (QCI), and Customer Care Delivery to maintain global standards and best practices.
Encourage involvement in mentorship-led projects by reviewing proposals and supporting execution that enhances the care experience.
Represent the Mentorship team in cross-market meetings, acting as both a people leader and a strategic partner to local Care teams.
Qualifications
At least 2 years of experience as a people manager, with a proven track record of hands-on coaching and development in a customer success or service environment.
Fluent in English with strong emotional intelligence and communication skills able to inspire others while holding them effectively accountable.
Data-driven approach to evaluating team success and identifying strategic opportunities for improvement.
Experience building cross-department relationships and navigating complex global structures while managing multiple stakeholders simultaneously.
Flexibility and resilience to thrive and adapt within a dynamic, fast-paced, and multi-market environment.
Genuine passion for mentoring, development, and empowering others to achieve a measurable professional impact.
Prior experience working within a SaaS or high-tech company is a significant advantage.
Additional Information
The Mentorship Team strengthens Wix’s Customer Care Experts by developing their communication skills, care quality, and problem-solving mindset,through structured mentorship cycles, targeted data insights, and continuous learning. Mentors equip Experts to provide empathetic, efficient, and effective user care. As a Team Leader, you’ll ensure this mission extends consistently across diverse global markets while maintaining a culture of excellence and collaboration.
At Wix, we believe our best work happens together. Our work model is currently hybrid, with 2 days a week from our office.
Additional benefits and compensation information can be found on our Locations page
