Customer Support Team Lead

**Customer Support Team Lead**: We are looking for pioneer **Team Leads** to grow and develop our new **Customer Support **teams in São Paulo You will play a crucial role in defining the culture of Wise in our São Paulo office by building and leading our first Customer Support teams there. Are you passionate about providing an exceptional customer experience, creating growth opportunities for your team, and working in a transparent and autonomous environment? Keep reading Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world's first platform to offer true multi-currency banking. You'll receive a competitive package including a competitive monthly salary + Restricted Stock Units (RSUs) in a profitable company + an extensive benefits package **Your mission**: - Develop and build a strong team of up to 12 CS agents to provide world-class support to our customers - Help your team find their path in Wise and set them up for success including career and internal CS growth - Work with the Wise product teams, to identify ways to improve the customer support experience while reducing customer contacts through product changes - Increase quality, effectiveness, and efficiency within Customer Support, as well as collaborate and communicate between varied Wise functions and teams to align best business practices - Help your team focus on why they're doing what they're doing, and also make sure they can see how their work brings us closer to our mission - Build your team's culture and set a great example by living our values on a daily basis **A bit about you**: - **You have at least 1 year people leadership experience, ideally in a high customer contact volume environment**: - **You're fluent in both Portuguese and English** - you'll be supporting Portuguese speaking customers in Brazil, but the working language at Wise is English - You're **passionate**. About customer experience, technology, leading people, and building teams. These aren't just lines on a job description, you genuinely enjoy your work - You're **reliable**. You've got the ability to multi-task and you take responsibility in challenging situations. You can effectively manage, delegate, and oversee cross-team projects, no sweat - You're **data-driven**. You can dive into numbers to support process improvements, prioritization, and forecasting - both with your local teams and in support of global projects - You're a **self-starter**. With a proven track record of taking individual ownership and responsibilities beyond your main daily duties, you've also got a well-tuned radar for finding areas of improvement and then you get things done - You're an **exceptional communicator**. With your listening skills and cross-team communication, nothing falls through the cracks. You're a master presenter, and you're calm and comfortable when either giving or receiving feedback - You're **customer-focused**. This should go without saying, but this is your guiding light. You always have the customer's best interest in mind and you cultivate this mindset into your teams - You're **flexible**. You're willing and able to travel to the US or Europe occasionally - Most importantly - you understand that having a great working culture is everyone's responsibility, so you treat everyone with respect, you always give a helping hand, and you let our values guide you - **You must already be legally authorized to work in São Paulo, Brazil, and you're required to be physically based in Brazil - We're based in Avenida Paulista, but temporarily working from home and hybrid going forward** **To Apply**: **Key benefits**: - Competitive monthly salary - Restricted Stock Units (RSUs) in a rapidly growing company - Paid time off: 30 days vacation + 15 sick days + 15 holidays + 3 "Me" days + 1 volunteer day, annually - Meal (560 BRL per month) and food (880 BRL per month) vouchers - Health and dental allowance for you and your dependents - Life insurance - Child care assistance - Transportation vouchers - Employee Assistance Program (EAP) - Flexible remote work policy - 6-week paid sabbatical, after 4 years with us - 18 weeks paid parental leave, after 1 year with us - Click **HERE** for more info on benefits **We're people without borders — without **judgement** or prejudice, too. We want to work with the best people, no matter their background. So if you're passionate about learning new things and keen to join our mission, you'll fit right in.** **And because we believe that diverse teams build better products, we'd especially love to hear from you if you're from an under-represented demographic.