Customer Support Team Lead

Your mission is to provide leadership to the Customer Support Team - Business establishing and maintaining high levels of quality, efficiency and other processes required for an exceptional level of customer support.

The team is the primary point of contact for the Wise customers and forms a large part of the company’s profile. As such, all enquiries need to be acted upon with competence and professionalism.

It is the primary duty of the Business Customer Support Team Lead to ensure that expectations are clearly set and that members of the team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.

Here’s how you’ll be contributing to our Customer Support team:

Ensure that customer service is maintained by:

• Collaborating with other departments and leads to ensure customer objectives are met

• Ensuring that your team has the required resources, training and knowledge to use them effectively to be able to resolve issues independently in a timely manner

• Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications

• Maintain a high level of communications within the team internally and externally

• Developing and maintaining customer satisfaction measurement metrics

• Defining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA’s

• Seeking and providing positive and constructive feedback frequently on all levels 

You are/ Have:

• Passionate about CS and helping customers (more than being only Wise motivated).
• Previous experience leading CS teams, ideally managing and developing talent in a fast-paced environment. We're looking for individuals with a strong sense of responsibility and community and a commitment to providing excellent support to our agents.
• Humbleness and balance in understanding business needs and the agent’s needs.
• Fits into our culture and shares the same values.
• Adapts quickly to a fast-paced environment and changes in the organization.
• You‘re capable of identifying growth opportunities for people development and has accurate vision of processes and impact.
• You are eligible to work in Brazil
• Working 40  weekly hours, Monday - Friday but this can change based on needs.

*Please note, only resumes provided in English will be considered*

Our Benefits:

💰 Salary for this role is from 10.000 BRL gross per month (CLT)

🚀 RSU’s in a rapidly growing company

💻 Flexible working model 

💪 An annual self-development budget

🩺 Health and dental allowance for you and your dependents

💝 Company-paid: Life Insurance, and an EAP program

☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually

🏝️ A paid 6-week sabbatical leave after four years

👶🏼 18-weeks of paid parental leave, after a year with us and child care assistance

🚌 Transportation vouchers

🍕 Food (708 BRL per month) and meal (1,166 BRL per month) vouchers

🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil

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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