Customer Support Senior 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.

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Job Description

Your mission is to provide leadership to the Consumer Customer Support Team 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 CSTL’s primary duty 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

Qualifications

Requirements

• 
  Fluent in English

• Excellent Customer Service experience - 3+ years in an CS organization

• Leadership Experience - 2+ years

• Knowledgeable of Wise vision and mission and aligning team goals with company objectives.

• Procedural expertise on Customer Support tools, policies, procedures and performance monitoring

• Team development and empowering leadership skills (including coaching and mentoring skills)

• Data-based decision-making, problem solving skills

• Effective communication, cross-team collaboration and networking skills

• Able to keep up with constant change, patient and flexible.

• Time management and prioritisation skills

• Comprehensive product understanding skills

• Empowering leadership skills

• Team development skills

• Empathetic communication skills

• Feedback and recognition skills

• Conflict resolution skills

Please apply by submitting your resume in English.

Additional Information

Our Benefits:

• Salary for this role is 14.000 BRL gross per month

• 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

You must already be legally authorized to work in São Paulo, 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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