Global Complaints Senior Lead

Wise; São Paulo; On-site; BRL 260,000 - 352,000; Full time

Benefits offered by this job

RSU’s in a rapidly growing company

Annual self-development budget

Health and dental allowance for you

Company-paid Life Insurance

30 days vacation + 3 Me days + 1 day

6-week sabbatical after four years

8 weeks parental leave

Transportation vouchers

Meal and food vouchers

TotalPass gym access

Diversity and inclusion

Job summary

Wise is a global technology company redefining how money moves, with a mission to make international payments faster, cheaper and fairer.

Wise is hiring a Global Complaints Senior Lead in São Paulo to oversee global customer complaints, drive strategy, mentor leaders across geographies, and ensure regulatory compliance while partnering with Product, Finance and Risk.

Qualifications

• Extensive leadership experience in disputes/complaints within a regulated industry.
• Proven track record of managing operational teams and defining long-term departmental strategy.
• Strong background in data analysis, setting success metrics, and process improvement.
• Excellent written and verbal English communication skills.

Responsibilities

• Define long-term domain strategies, support the Head of Complaints, and lead high-impact cross-functional projects.
• Mentor team leads across multiple geographies to build capable, independent teams.
• Foster a risk-aware culture and ensure regulatory compliance while addressing systemic root causes.
• Oversee resource allocation, budgets, KPIs, and rigorous QA in reporting and auditing.
• Partner with Product, PR, Finance, and Risk to drive decisions and leverage regional insights.
• Utilize data and root cause analysis to identify trends and drive improvements.

Skills

Leadership

Strategic thinking

Data analysis

Communication

Customer-centric

Tools

BI tools

Job description

• Compensation: BRL 23,300 - BRL 31,500 - monthly

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.

As the Global Complaints Senior Lead, you will oversee the resolution of customer complaints on a global scale, ensuring fairness, regulatory compliance, and a better experience for our users. In this senior role, you will drive the overarching complaints strategy, address systemic issues, and empower a geographically dispersed leadership team.

Key Responsibilities

Strategy & Leadership: Define long-term domain strategies, support the Head of Complaints, and lead high-impact, cross-functional projects that aligns with Wise’s broader business objectives and improves operational efficiency.

Team & Capacity Building: Mentor team leads (across multiple geographies) to build independent, highly capable teams while managing global staffing, skills, and training requirements.

Risk & Compliance: Foster a risk-aware culture, ensuring operations comply with diverse regional regulations while prioritizing customer fairness. Identify and address systemic root causes of complaints to mitigate risk and enhance customer trust.

Operations & Financials: Oversee resource allocation and budgets, optimize team performance, evolve KPIs, and uphold rigorous QA in reporting and auditing.

Cross-Functional Stakeholder Collaboration: Partner with Product, PR, Finance, and Risk to share critical insights and drive organizational decision-making. Build strong relationships with internal teams and external arbitration/regulatory bodies to resolve issues and leverage regional insights.

Continuous Improvement: Leverage data and root cause analysis to identify complaint trends, collaborating across teams to resolve underlying issues and reduce future complaints.

Qualifications

Core Competencies:

Leadership & Accountability: Mentors high-performing teams, sets clear goals, and fosters a culture of ownership and continuous improvement.

Strategic & Analytical Thinking: Leverages complex data to identify trends, address root causes, and drive actionable strategic planning and performance optimization.

Customer-Centric & Result-Driven: Empathetically balances customer needs with business objectives to deliver measurable, impactful outcomes in a dynamic environment.

Communication & Influence: Expertly articulates complex ideas, leads high-stakes negotiations, and aligns diverse stakeholders and senior leadership.

Qualifications & Experience:

Extensive leadership experience in disputes/complaints within a regulated industry, including managing demand and capacity metrics.

Proven track record of managing operational teams, developing talent, and defining long-term departmental strategy.

Strong background in data analysis, setting success metrics, and process improvement (experience with BI tools required).

Excellent written and verbal English communication skills.

Preferred: Global complaints experience in the fintech or banking sector, SME

Additional Information

Benefits

• 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.

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