Customer Support Senior Team Lead

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 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.

For everyone, everywhere.

More about our mission and what we offer.

Your mission is to 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 team is the primary point of contact for the Wise customers and forms a large part of the company's profile. As such, all enquiries need to be acted upon with competence and professionalism.

It is the CSTL's primary duty to ensure that expectations are clearly set and that members of the team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.

Here's how you'll be contributing to our Customer Support team:

Ensure that customer service is maintained by:

• Collaborating with other departments and leads to ensure customer objectives are met

• Ensuring that your team has the required resources, training and knowledge to use them effectively to be able to resolve issues independently in a timely manner

• Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications

• Maintain a high level of communications within the team internally and externally

• Developing and maintaining customer satisfaction measurement metrics

• Defining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA's

• Seeking and providing positive and constructive feedback frequently on all levels

We are looking for professionals with:

• Minimum of 6 months in an Team Lead role.

• Excellent written and spoken English;

• You have a good understanding of and ability to analyse and move team's metrics, while assisting different area specialists;

• You have proven track record of taking ownership and responsibilities as well as being a great team-player;

• You have great communication and presentations skills to assist on internal and external projects and audits. 

Apply if you 

• You're experienced. You've got a proven track record as a people Senior Lead in Customer Service, or a customer-facing Operations team - this is a requirement (must have previous direct reports)

• 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 manage, delegate, and oversee cross-team projects

• You're data-driven. You can dive into numbers to support process improvements, prioritization, and forecasting

• You're a self-starter. With a proven track record of taking individual ownership and responsibilities beyond your main daily duties, you've got a radar for finding areas of improvement and then you get things done

• You're an exceptional communicator. Nothing falls through the cracks with your cross-team communication and listening skills, you're a master presenter, and you're calm and comfortable when either giving or receiving feedback

• You're a team-builder. You're not hidden in a corner office somewhere, but rather work among your teams - You are hands on Developing your team, and ensuring that we're delivering on the business needs by guaranteeing that our procedures and processes are continuously improved, simplified and aligned clearly at all levels. Build and maintain strong relationships with internal stakeholders from an array of different teams.

Please apply by submitting your resume in English. Applications in Portuguese will not be considered. 

Benefits: 

•  Salary for this role is 14,000 BRL per month
•  RSU's in a rapidly growing company
•  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. 
•  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, annually
•  A paid 6-week sabbatical leave after four years
•  18-weeks of paid parental leave, after a year with us and child care assistance
• Transportation vouchers
• Food (708 BRL per month) and Meal (1,166 BRL per 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

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.