Customer Support Senior Team Lead

Company Description Wise is a global technology company, building the best way to move and manage the world’s money. 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. Job Description Mission – 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 CSTL ensures expectations are clearly set, team members are highly engaged, motivated, equipped, and have opportunities to contribute to tactics, strategy, and growth. Here’s how you’ll be contributing to our Customer Support team: Collaborating with other departments and leads to ensure customer objectives are met. Ensuring that your team has the required resources, training and knowledge to resolve issues independently and in a timely manner. Maintaining a high level of customer focus internally and externally with due care and attention to priority issues and communications. Keeping internal and external communications within the team at a high level. Developing and maintaining customer satisfaction measurement metrics. Defining and implementing procedures and policies to ensure high-quality service is delivered and SLA adherence. Seeking and providing positive and constructive feedback frequently on all levels. Qualifications Minimum of 6 months in a Team Lead role. Excellent written and spoken English. Strong analytical ability to move and analyze team metrics, assisting different area specialists. Proven track record of taking ownership, responsibility and being a great team player. Excellent communication and presentation skills to assist on internal and external projects and audits. Apply If You Have a proven track record as a people Senior Lead in Customer Service, or a customer‑facing Operations team – a previous direct report role is required. Are passionate about customer experience, technology, leading people, and building teams. Are reliable, able to multi‑task, delegate, and oversee cross‑team projects. Are data‑driven and can dive into numbers to support process improvements, prioritization, and forecasting. Are a self‑starter with a proven track record of taking ownership beyond daily duties, seeking areas for improvement. Are an exceptional communicator; master presenter, calm and comfortable giving/receiving feedback. Are a team‑builder, hands‑on, developing your team, ensuring procedures and processes are continually improved, simplified, and aligned. Additional Information Please apply by submitting your resume in English; applications in Portuguese will not be considered. Benefits Salary: 14 000 BRL per month. RSU’s in a rapidly growing company. Flexible working model: first six months in office most days; thereafter at least three days per week. 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. Paid 6‑week sabbatical leave after four years. 18‑weeks paid parental leave after a year with us and childcare assistance. Transportation vouchers. Food (708 BRL/month) and Meal (1 166 BRL/month) vouchers. TotalPass access to 3,500 gyms and studios throughout Brazil. Your first 3 months at Wise will be 100% fully in person at the office. We’re people building money without borders – without judgement or prejudice. We believe teams are strongest when they are diverse, equitable and inclusive. We’re proud to have a truly international team and celebrate our differences. Inclusive teams help us live our values, ensuring every Wiser feels respected, empowered to contribute, and can progress in their careers. To find out more about working at Wise, visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology #J-18808-Ljbffr