Customer Support Team Lead (Early Shift)

Wise; United States; Remote; USD 20,000 - 24,000; Full time

Job summary

Wise is seeking a people-leadership role within its customer support organization, based in São Paulo, Brazil. The position leads an early-shift support team on a permanent, full-time basis, with a posted monthly salary range of BRL 10,100 to 12,300 and a target start date around November 2026.

The role focuses on coaching, performance monitoring, and continuous improvement across Latin America, handling escalations when needed and ensuring coverage targets are met with effective scheduling and

Qualifications

• Experience leading customer support teams in a regulated or financial services context.
• Strong communicator with teams across LatAm.
• Proven ability to coach agents and drive KPI improvements.

Responsibilities

• Lead and coach an early-shift customer support team serving financial services inquiries across LatAm.
• Monitor SLA performance, quality scores, and customer satisfaction during the shift.
• Handle escalations and complex cases personally when needed.
• Coordinate scheduling, handoffs, and workload distribution to meet coverage targets.
• Partner with operations leadership to surface recurring issues and drive continuous improvement.

Skills

Team leadership

Coaching

Communication

KPIs

Job description

Role overview

A people-leadership role within a customer support organization serving financial services customers across Latin America. Based in São Paulo, Brazil, the position leads an early-shift support team on a permanent, full-time basis, with a posted monthly salary range of BRL 10,100 to 12,300 and a target start date around November 2026.

Responsibilities

• Lead and coach an early-shift customer support team handling financial services inquiries.
• Monitor service-level performance, quality scores, and customer satisfaction metrics throughout the shift.
• Handle escalations, complex cases, and sensitive customer interactions personally when needed.
• Coordinate scheduling, shift handoffs, and workload distribution to maintain coverage targets.
• Partner with operations leadership to surface recurring issues and drive continuous improvement.

Requirements

• Prior experience leading customer support teams, preferably in financial services or a regulated environment.
• Strong communication skills and fluency in the languages used by the Latin American customer base.
• Comfort working early-shift schedules and managing live operations in real time.
• Track record of coaching agents, improving KPIs, and managing performance conversations.

Benefits and work setup

• Permanent, full-time position based in São Paulo, Brazil.
• Posted compensation range of BRL 10,100 to 12,300 per month.
• Team-lead level role within the broader LatAm customer support organization.