Customer Support Area Lead

**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.

A Customer Support Area Lead, in collaboration with Wise Support Functions, implements policies and procedures that continuously improve the utilization, quality and cost efficiency of the assigned group of CS teams.

Manages resource allocation decision-making and planning for a given group of Customer Support Senior Team Leads. Aligns group of CS teams operations activities and initiatives to support and enhances the objectives of the wider CS Organization

Ensures adherence to Regional, Global CS and Wise operational standards. Creates operational strategies and specific objectives for the sub-functions and runs local budgets/policies/procedures to support the operational infrastructure. Approves and participates in developing Wise culture, process and performance improvements for the assigned teams.

**Planning**
- Assists in Quarterly Planning sessions and cascades the initiatives and targets from to the assigned group of teams.
- Sets OKRs for the assigned group of teams and establishes control mechanisms to track success.

**Operations**
- Lead and develop a team of senior operational leaders to enhance performance by setting clear accountable performance measures.
- Use Customer Insight and Root Cause Analytics to identify potential improvements in a defined area, specified by Head of Consumer CS.
- Define, negotiate and agree the effective utilization of resources in line with service specifications, working with, or being responsible for resource with planning, analyst and reporting team to plan the required resource in conjunction with business objectives and service level agreements.

**People management**
- Ensures the immediate report group (CS Senior Team leads) and an assigned group of CS team as a whole are equipped with all the necessary tools, trainings and support to perform their daily people management and operational task.
- Provides effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for Senior Leads, approves compensation changes for the assigned group of teams.

**Capacity management**
- Collaborates with CS Operations leadership to understand the organization's goals and strategy related to staffing, recruiting, and retention.
- Monitors and ensures the organization's compliance with local employment laws and regulations, and recommended best practices; reviews and modifies policies and practices to maintain compliance.

**Qualifications**
- You are fluent in both English and Portuguese (verbal and written)
- You have experience managing senior managers, working with BPOs, and indirect reports in various different timezones/countries
- You’re tactical and data driven. You analyze and identify trends and blockers and take appropriate action. You have exceptional analytical skills and you’re comfortable working with large amounts of data. You’re good at presenting findings and have experience in establishing and tracking metrics
- You’re passionate about leading people, building teams, and making a difference for people in your work
- You’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zones
- You’re strategic. You think strategically and translate strategy into operational plans and business results
- You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization
- You understand operations. You have experience of working with operational teams (ideally in Fintech), and how to work with people and processes as well as products

**Additional Information**
- This is a hybrid position located in Sao Paulo (Vila Madalena), and not fully remote. You must be able to commute to the office or open to relocation

**Benefits**
- RSU’s in a rapidly growing company after a year with us
- Flexible working model - During the first six months, you’ll be in office most days of the week to become fully immersed in Wise’s culture and ways of working. After the initial period, you’ll be in office at least 3 days per week.
- ✈️ Wisers can work remotely for 90 days a year. By ‘remote’ we don’t just mean from home, but from wherever in the world you choose to
- 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, ann