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Customer Support Senior Manager

2 meses atrás

São Paulo, São Paulo, Brasil Wise Tempo inteiro
Job Overview

The Customer Support Operations Leader collaborates with Wise Support Functions to establish and enhance policies and procedures aimed at improving the efficiency, quality, and cost-effectiveness of the designated Customer Support teams.

This role involves overseeing resource allocation and strategic planning for a group of Senior Team Leads within Customer Support. The leader aligns operational activities and initiatives with the broader objectives of the Customer Support Organization.

Ensuring compliance with Regional and Global Customer Support standards, the Operations Leader formulates operational strategies and specific goals for sub-functions while managing local budgets, policies, and procedures to bolster the operational framework. The role also includes contributing to the development of Wise's culture, processes, and performance enhancements for the assigned teams.

Strategic Planning

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

Operational Leadership

  • Guides and develops a team of senior operational leaders to improve performance through clear accountability measures.
  • Utilizes Customer Insights and Root Cause Analytics to pinpoint potential enhancements in designated areas, as specified by the Head of Consumer Customer Support.
  • Defines and negotiates effective resource utilization in accordance with service specifications, collaborating with planning, analytics, and reporting teams to align resources with business objectives and service level agreements.

Team Development

  • Ensures that the immediate report 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.
  • Delivers constructive feedback through regular one-on-one meetings and biannual performance reviews; recommends compensation adjustments for Senior Leads and approves changes for the team.

Resource Management

  • Works closely with Customer Support Operations leadership to comprehend organizational goals and strategies regarding staffing, recruitment, and retention.
  • Monitors compliance with local employment laws and regulations, adapting policies and practices to ensure adherence to best practices.

Qualifications

  • Fluency in both English and Portuguese (verbal and written) is required.
  • Experience in managing senior managers and collaborating with BPOs across various time zones and countries.
  • Strong analytical skills with a data-driven approach; capable of identifying trends and obstacles and taking appropriate actions.
  • Passionate about leadership, team building, and making a positive impact in the workplace.
  • Experience working internationally and effectively communicating across diverse cultures and time zones.
  • Strategic thinker with the ability to translate strategy into actionable operational plans.
  • Welcomes a culture of open feedback, both giving and receiving insights within the organization.
  • Familiarity with operational teams, ideally within the Fintech sector, and understanding of how to work with people, processes, and products.

Additional Information

  • This position is hybrid and requires the ability to commute to the office.

Benefits

  • RSUs in a rapidly growing company after one year of service.
  • Flexible working model with an initial in-office requirement to immerse in Wise's culture.
  • Remote work opportunities for up to 90 days a year.
  • Annual self-development budget.
  • Health and dental allowances for employees and dependents.
  • Company-paid life insurance and an Employee Assistance Program.
  • Generous paid time off policy, including vacation, personal days, and volunteer time.
  • Paid sabbatical leave after four years of service.
  • Parental leave and childcare assistance after one year of service.
  • Transportation and meal vouchers.
  • Access to fitness facilities across Brazil.

Wise is committed to building a diverse, equitable, and inclusive team. We believe that our differences strengthen our organization and help us achieve our mission.

For more information about working at Wise, please visit our careers page.