Customer Support Operations Lead

2 semanas atrás

São Paulo, São Paulo, Brasil Wise Tempo inteiro

Company Overview

Wise is a pioneering technology firm dedicated to revolutionizing the way individuals and businesses manage their finances globally. Our focus is on minimizing fees while maximizing convenience and speed.

Whether facilitating international money transfers, enabling overseas spending, or managing cross-border payments, Wise is committed to simplifying these processes and providing cost savings.

As a member of our team, you will contribute to the development of a groundbreaking network for global financial transactions, accessible to everyone, everywhere.

Role Overview

The Customer Support Area Lead collaborates closely with Wise Support Functions to establish and enforce policies and procedures aimed at enhancing the efficiency, quality, and cost-effectiveness of designated Customer Support teams.

This role involves overseeing resource allocation and strategic planning for a group of Senior Team Leads in Customer Support. The lead will align operational activities and initiatives of the teams to bolster the broader objectives of the Customer Support Organization.

Compliance with Regional, Global Customer Support, and Wise operational standards is essential. The lead will formulate operational strategies and specific goals for sub-functions while managing local budgets, policies, and procedures to underpin the operational framework. Additionally, the lead will endorse and engage in the cultivation of Wise's culture, processes, and performance enhancements for the assigned teams.

Strategic Planning

Participates in Quarterly Planning sessions, disseminating initiatives and targets to the assigned teams. Establishes OKRs for the teams and implements control mechanisms to monitor success.

Operational Management

Guides and nurtures a team of senior operational leaders to boost performance through clear accountability measures. Utilizes Customer Insights and Root Cause Analytics to pinpoint areas for improvement as designated by the Head of Consumer Customer Support. Defines, negotiates, and ensures optimal resource utilization in accordance with service specifications, collaborating with planning, analysis, and reporting teams to align resource needs with business objectives and service level agreements.

Team Leadership

Ensures that the immediate reporting group (Senior Team Leads) and the broader Customer Support team are equipped with the necessary tools, training, and support for effective people management and operational tasks. Provides constructive feedback through regular one-on-ones and biannual performance reviews; recommends compensation adjustments for Senior Leads and approves changes for the assigned teams.

Resource Management

Collaborates with Customer Support Operations leadership to align staffing, recruitment, and retention strategies with organizational goals. Monitors compliance with local employment laws and regulations, recommending best practices; reviews and adjusts policies to ensure adherence.

Candidate Profile

Applications must be submitted in English; Portuguese applications will not be considered. Proficiency in both English and Portuguese (verbal and written) is required. Experience in managing senior leaders, working with BPOs, and overseeing indirect reports across various time zones and countries is essential. A tactical and data-driven mindset is necessary; the ability to analyze trends and obstacles and take appropriate actions is crucial. Strong analytical skills and comfort with large data sets are required, along with experience in presenting findings and establishing metrics. A passion for leadership, team building, and making a positive impact in the workplace is essential. Previous international, cross-team, or cross-geographical experience is preferred, enabling effective communication across diverse cultures and time zones. A strategic thinker who can translate strategy into actionable operational plans and business outcomes is desired. An openness to feedback, both giving and receiving, is important for fostering a collaborative environment. A solid understanding of operations, particularly in the Fintech sector, and experience working with operational teams, processes, and products is beneficial.

Additional Information

Applications must be submitted in English; Portuguese applications will not be considered. This position is hybrid and requires the ability to commute to the office.

Employee Benefits

RSUs in a rapidly growing company after one year of service. Flexible working model; initial in-office presence is required for immersion in Wise's culture, followed by a minimum of three days in the office weekly. Opportunity to work remotely for up to 90 days a year. Annual self-development budget. Health and dental coverage for employees and dependents. Company-sponsored life insurance and an Employee Assistance Program. Generous paid time off policy, including vacation days, personal days, and volunteer time. Paid sabbatical leave after four years of service. Paid parental leave and childcare assistance after one year of service. Transportation and meal vouchers. Access to fitness facilities across Brazil. For more information on benefits, please visit Wise's official website.

At Wise, we are committed to building a diverse, equitable, and inclusive workforce. We believe that diverse teams enhance our ability to achieve our mission and ensure that every employee feels respected and empowered to contribute to our goals.

To learn more about the Wise work culture, please visit our website.

Stay connected with Wise for updates on our workplace culture.

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