Complaints & Ombudsman Officer

Wise; São Paulo; Hybrid; BRL 90,000 - 130,000; Full time

Benefits offered by this job

RSUs

Annual development budget

Health and dental allowance

Company-paid life insurance

Paid time off: 30 days vacation + 3 Me

Paid sabbatical after four years

Parental leave - 8 weeks

Transportation vouchers

Meal and food vouchers

Gym access

Job summary

Wise is seeking a Complaints Officer in São Paulo, Brazil, to investigate customer complaints, ensure timely and fair resolutions, and uphold regulatory obligations across jurisdictions. The role involves cross-functional collaboration to influence product and process improvements and support local and global complaints.

The ideal candidate will have hands-on experience in customer support, proficiency with Zendesk, Twilio, Slack, and strong organizational skills.

Qualifications

• Experience with customer support workflows.
• Proficiency with Google Workspace and Office tools.
• Strong attention to detail and organization.
• Ability to work independently and make decisions.
• Excellent written and verbal communication.

Responsibilities

• Thoroughly review and understand customer complaints using internal tools.
• Conduct root cause analysis to identify systemic issues and suggest improvements.
• Communicate clearly with internal teams to gather necessary information.
• Reference relevant terms of use and customer agreements to support case resolutions.
• Utilize tools like Zendesk, Twilio, and Slack effectively.
• Provide clear summaries, timelines, and outcomes in customer communications.
• Demonstrate a customer-first approach, displaying empathy and aiming for solutions that enhance satisfaction.
• Craft well-drafted, regulatory-compliant final responses.
• Keep systems updated with proper records and audit trails.
• Complete all administrative tasks efficiently and in line with regulatory standards.
• Engage in mandatory and self-directed training to stay up-to-date.
• Provide guidance to the Customer Support team on complex cases.
• Offer proactive feedback and suggestions to improve processes and customer experiences.

Skills

Customer Support

Google Workspace

Office Suite

Confluence

Detail-oriented

Tools

Zendesk

Twilio

Slack

Job 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 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.

As a Complaints Officer, you’ll investigate customer complaints, ensure timely and fair resolutions, and maintain a strong understanding of our regulatory obligations across multiple jurisdictions. This is your chance to make a tangible impact on customer satisfaction and help shape Wise's internal processes for the better.

Additionally, you will work cross-functionally to influence product and process enhancements, safeguarding Wise’s reputation and operational excellence and supporting local and global complaints.

Key Responsibilities:

Thoroughly review and understand customer complaints using internal tools;

Conduct root cause analysis to identify systemic issues and suggest improvements;

Communicate clearly with internal teams to gather necessary information;

Reference relevant terms of use and customer agreements to support case resolutions;

Utilize tools like Zendesk, Twilio, and Slack effectively;

Provide clear summaries, timelines, and outcomes in customer communications;

Demonstrate a customer-first approach, displaying empathy and aiming for solutions that enhance satisfaction;

Craft well-drafted, regulatory-compliant final responses;

Keep systems updated with proper records and audit trails;

Complete all administrative tasks efficiently and in line with regulatory standards;

Engage in mandatory and self-directed training to stay up-to-date;

Provide guidance to the Customer Support team on complex cases;

Offer proactive feedback and suggestions to improve processes and customer experiences.

Qualifications

Must haves:

Experience with Customer Support;

Proficiency with Google Workspace, Office Suite, and platforms like Confluence;

Strong organizational skills and a sharp eye for detail;

Ability to work independently, prioritize tasks, and make informed decisions;

Effective interpersonal skills and a clear communication style;

Reliable, adaptable, and committed to achieving team goals;

This is a hybrid position located in São Paulo, Brazil, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation;

You’re eligible to work in Brazil, São Paulo, we cannot sponsor Visas for this role.

Nice to have:

Previously experienced with fintech or banks;

Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred;

Experience with Reclame Aqui, Bacen regulation, Procon or have worked in Ouvidoria in Brazil;

Ombudsman certification is a plus.

Additional Information

Interview Process

Resume Review

Final Interview

Offer

• RSU’s in a rapidly growing company
• An annual self-development budget
• Health and dental allowance for you and your dependents - CarePlus (Master1)
• 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
• 8-weeks of paid parental leave, after a year with us and child care assistance
• Transportation vouchers
• Meal (708 BRL per month) and food (1,166 BRL per month) vouchers
• TotalPass access to 3,500 gyms and studios throughout Brazil

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.