Customer Support Team Lead

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.

Your mission is to provide outstanding leadership to the Business Customer Support Team. Because this team serves as the primary point of contact for Wise customers and forms a large part of the company’s public profile, all inquiries must be handled with the utmost competence and professionalism.

As the Team Lead, your primary duty is to ensure expectations are clearly set and your team is highly engaged, motivated, and equipped with the necessary tools and software. You will create opportunities for your team to contribute to tactics and strategy, while fostering an environment where they can learn and grow.

 

Key Responsibilities:

Operational Excellence & Strategy

• Drive Service Quality: Define, implement, and maintain procedures and policies to ensure the delivery of high-quality service and strict adherence to SLAs.
• Measure Success: Develop and maintain customer resolution measurement metrics.
• Equip Your Team: Ensure your team has the required resources, training, and knowledge to resolve issues independently and in a timely manner.
• Cross-Functional Collaboration: Partner with other departments and leads to align on and achieve overarching customer objectives.
• Customer Advocacy: Maintain a high level of customer focus, handling priority issues with due care and ensuring appropriate levels of internal and external communication.

People Management & Leadership

• Foster Culture: Represent Wise’s values and code of conduct. Create a positive, inclusive work environment built on trust, respect, and psychological safety.
• Develop Talent: Identify growth opportunities for your team. Provide effective, continuous feedback through regular 1-on-1s and bi-yearly GrowWise reviews.
• Lead with Empathy: Demonstrate emotional intelligence, and empathetic communication skills to build strong team bonds.
• Promote Well-being: Encourage a healthy work-life balance through strong time management and organizational skills.

Experience & Background

• Industry Experience: At least 6 months of experience in Wise Customer Support (internal applicants), OR 2+ years of experience leading an external Customer Support organization (external applicants).
• Leadership Track Record: Proven experience managing and developing talent in a fast-paced, dynamic environment.
• Language Skills: Fluent in English and Portuguese.
• Work Eligibility: Must be legally eligible to work in Brazil.

Skills & Attributes

• Customer-Obsessed: Deeply passionate about Customer Support and helping people (driven by more than just an interest in Wise).
• Exceptional Communicator: Strong empathetic communication, conflict resolution, and feedback skills.
• Balanced & Humble: Able to perfectly balance the needs of the business with the needs of your agents.
• Adaptable Problem Solver: Friendly, creative, and capable of adapting quickly to organizational changes and fast-paced demands.
• Visionary: Possesses an accurate vision of how processes impact both the customer and the team.

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

Our Benefits:

💰 Salary for this role is 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.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.