Company Description

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 life 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.

Job Description

The Latam Support Senior Team Lead is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing a continuous feedback loop from customers to various product teams. 

Operations

Help set and report against monthly and quarterly performance targets, communicate key insights and obstacles to the teams and the broader companyWork closely with other Customer Support teams across the world, and Wise product teams to identify ways to improve experience while reducing customer contacts through product changesIncrease quality, effectiveness and efficiency within Customer Support as well as collaboration and communication between functions and teamsEnsure that a group of teams provides good quality and efficient support and meets KPIsIdentify opportunities for group performance improvement and supports leads with performance managementLead group planning and ensures clear and impactful plans Create group long-term plans in alignment with regional and global OKRs. Bring relevant initiatives to regional levelEnsure agents and lead have access to needed resources from supporting teamsValidating forecast dataReview and set operational goals for their group.

People management

Ensure the team leads equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks, communicate job expectationsPlan, monitor, appraise and review job contributions/compensations; follow and enforce standards and procedures; comply with legal regulations; approving team budget invoices and ensure they are submitted for paymentSupport team lead engagement and motivationEnsure the team leads equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasksLead interviews with agents or leads and makes hiring decisions, communicates job expectations during hiring processProvide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for leads, approve compensation changes for agentsSupport leads in setting actionable goals that enable their growth in Wise

Relationship management

Maintaining networks with various stakeholders within the organisation and the vendor management teamParticipate in cross-team initiatives with various stakeholders upon the need in collaboration with the CS Area Lead and Regional Lead.

Budgeting

Responsible for the team budget in the assigned teams.

Audit/Regulatory compliance

Communicate with legal counsel with the support of the People Team to remain compliant with governmental regulations.
Qualifications
You’re experienced in leading Customer Service, or customer-facing Operations team - At least 6 months as a Team Lead in Wise CS or a year in an external CS organisationYou are a dynamic people leader who can effectively lead and develop your team.  You are also comfortable having difficult conversationsYou have a passion for customer experience, technology, leading people and teamsYou have ability to multi-task and take charge in challenging situations as well as ability to manage, delegate and oversee cross-team projectsYou are highly analytical and have the ability to dive into numbers to provide process improvements, prioritization and forecastingYou have proven track record of taking individual ownership and responsibilities beyond your main daily duties as well as being a great team-playerYou have great cross team collaboration and communication skills
Additional Information

​​​​​​Please apply by submitting your resume and cover letter in English. Applications in Portuguese will not be considered.

This is a hybrid position located in Sao Paulo, and not fully remote. You must be able to commute to the office or open to relocation, we don't offer relocation package for this position.You must already be legally authorized to work in São Paulo, BrazilSalary: 12,750 BRLExpected start date is March 11, 2025Click here to see the benefits we offer!

Interview Process:

Application (resume + Cover Letter)1 hour First Interview 30 min Final InterviewOffer

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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.