Customer Support Team Lead (Night Shifts)

Wise; São Paulo; Presencial; BRL 100 000 - 135 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote-first

Annual self-development budget

Health and dental allowance

Life Insurance

EAP program

RSUs in a growing company

Vacation + Me days + volunteer day

Sabbatical after four years

Resumo da oferta

Wise Brazil is hiring a Customer Support Team Lead for a remote-first, night-shift role in São Paulo. You will lead a team of agents, coach for complex case resolution, and drive performance using data analytics and cross-functional collaboration.

You will work within a fast-growing, global fintech environment, continually aligning team objectives with Wise’s mission to move money worldwide. Strong English skills and remote-work readiness are essential.

Qualificações

• Fluent English required.
• Experience in customer support; leadership preferred.
• Authorized to work in Brazil; ability to work remotely per policy.

Responsabilidades

• Coach agents to resolve cases with quality and speed.
• Lead complex case resolution and delegate where appropriate.
• Analyze performance data to identify trends and gaps.
• Partner with cross-functional teams to remove blockers and improve processes.
• Support incident resolution with customers and internal teams.

Conhecimentos

English fluency

Team leadership

Customer support

Prompt engineering

Data analysis

Google Workspace

Slack

AI tools

Ferramentas

Google Workspace

Slack

AI tools

Data viz

Descrição da oferta de emprego

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 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.

Job Description

In the Customer Support Team Lead role we define the job purpose through 3 pillars that are connected to Wise values:

DELIVER (We get it done)

Focus on execution, results, and operational excellence, always with a disruptive, improvement-focused mindset.

Key Responsibilities:

• Product and Customer Knowledge: Procedural expertise in Customer Support tools, policies and case handling processes. Strong understanding of customer expectations to help coach agents to solve cases appropriately.
• Complex Case Resolution: Drive the team’s ability to handle complex cases independently through targeted training and delegation. Actively monitor complex contact resolution and case handling, ensuring the team resolves cases end-to-end.
• Data driven analysis: Analyse performance patterns and use analytical tools to make informed decisions regarding individual and team targets. Identify patterns in customer behaviours and link to potential product gaps. Conduct deep-dive root cause analysis on low resolution areas to bridge the gap between agent performance and customer perception.
• Process Optimisation: Proactively identify opportunities for performance improvement and optimise team workflows. Partner with cross-functional teams (Workforce Management, Quality Assurance, Knowledge Management) to remove blockers and improve processes.
• Incident Management: Support with the resolution of incidents efficiently. Includes communicating with affected customers, relevant internal teams and Senior Team Leads, and helping with the resolution process to minimise disruption.
• Innovation & Strategic Connection: Involvement in Taskforces (where possible) and other contribution to Global projects to initiate and implement change. Demonstrate understanding of how the team contributes to the wider ecosystem and operational health of the specific site.
• Strategic & Operational Planning: Ensure every team member understands their contribution to broader company objectives.
• Performance & KPI Management: Ensure every team member understands how their individual KPIs and metrics contribute to the broader company objectives. Monitor team performance against all service standards (Resolution Rate, Handling Time, Quality, Adherence), ensuring targets are met without compromising customer experience. Empower the team to hit targets by identifying performance gaps and providing real time coaching.
• Operational execution: Manage daily tasks using critical thinking to solve problems. Ensure team members are following and completing daily tasks, and find opportunities to optimise team workflows.
• AI-Agent Performance Management: Monitor the accuracy of automated triage and provide feedback to Product teams to refine AI-driven intent mapping.

DEVELOP (Customer>Team>Ego)

Create an environment focused on ongoing development through knowledge sharing and feedback.

Key Responsibilities:

• Growth Mindset: Proactively identify growth opportunities by establishing robust Personal Development Plans (PDPs), that empower staff to set and achieve goals that align to their career aspirations and Wise’s mission.
• Mentorship and Training: Facilitate continuous upskilling to ensure the team is equipped to cover all necessary tasks. Ensure agents have completed all mandatory training. Proactively manage the career glide-paths for L3 Specialists into Team Lead or Senior Specialist roles.
• Performance Management: Ability to adhere to performance management guidelines, including supporting agents through the salary increase process, and support agents to develop themselves. Understand when and how to initiate a formal process to manage performance issues.
• Culture of Excellence: Lead by example with correct tone of voice. Lead by example by embodying Wise values in every interaction. Responsible for setting the "Tone of Voice" for the team by maintaining a professional, transparent, and constructive atmosphere.
• Resource Management: Manage the assigned team budget and ensure agents have the necessary tools and resources to perform their daily tasks.
• Talent Acquisition: Lead interviews and hiring decisions, clearly communicating job expectations to ensure a high-quality talent bar.

NURTURE (No drama, good karma)

Build a culture where the team has maximum impact by being and challenging themselves.

Key Responsibilities:

• Inclusive & Values-Driven Leadership: Represent Wise values and code of conduct. Build a diverse, equitable environment by adjusting leadership styles to accommodate individual needs.
• Transparent Communication: Act as the primary advocate for the team, maintaining transparent top-down and bottom-up communication between agents, leadership and stakeholders.
• Wellbeing Advocacy: Regularly check in on the team’s mental and physical safety. Actively prevent burnout by promoting a healthy work-life balance and efficient time management.
• Consistent Feedback: Foster a safe space for two-way feedback. Navigate disagreements effectively and maintain a bond of trust within the team. Provide effective feedback via regular 1:1s and bi-yearly performance review process.

Qualifications

Overall requirements:

• Language: Fluent in English; proficiency in the language of the assigned team preferred.
• Experience: At least 6 months at Wise CS or 2 years in an external CS organization preferably in banking, internet, telecom industries, or international customer care centers.
• Technical Savvy: Proficient in Google Business Suite, Slack, and AI-driven support tools. Proficiency in prompt engineering and data visualisation tools to analyse team-level trends independently.
• Mindset: self-starter with a proactive, solution-orientated ownership mindset.
• Operational Flexibility: Flexibility of work hours to ensure appropriate support of your team. Adherence to local WFH guidelines.
• Security: deep awareness of data security best practices.
• Compliance: Successful background check; legally authorised to work in assigned location; able to adhere to the WFH guidelines for local area.

Additional Information

Please note, only resumes provided in English will be considered.

This is a Night Shift role, requiring remote work either from 2:00 AM to 10:00 AM or from 3:00 AM to 11:00 AM.

Our Benefits:

• Salary: R$10,100gross per month (CLT) +20% bonus is added for night shift hours worked in the previous month
• RSU’s in a rapidly growing company.
• Flexible working model: Remote-first
• 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 (provided for the onsite training period).
• Food (708 BRL per month) and meal (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.

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.