About the company
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.
Responsibilities
- Master our Customer Support tools and policies, using your strong understanding of customer expectations to effectively coach agents.
- Drive the team’s ability to independently resolve complex cases end-to-end through active monitoring, targeted training, and delegation.
- Use analytical tools to evaluate performance patterns, identify product gaps based on customer behavior, and conduct root-cause analyses to improve resolution rates.
- Continuously optimize team workflows and partner with cross-functional teams (WFM, QA, Knowledge Management) to remove blockers and improve operational processes.
- Lead the efficient resolution of incidents, managing communication with affected customers, internal teams, and Senior Team Leads to minimize disruption.
- Monitor performance against key service standards (Resolution Rate, Handling Time, Quality, Adherence) and provide real-time coaching to empower the team to hit targets.
- Oversee daily tasks using critical thinking to solve problems, ensuring every team member understands how their individual contributions impact broader company goals.
- Monitor the accuracy of automated triage and collaborate with Product teams to continuously refine AI-driven intent mapping.
- Contribute to global projects and taskforces to drive change, ensuring the team's daily operations align with the wider company ecosystem.
Requirements
- Fluent in English and Spanish (Mandatory); proficiency in Portuguese is a plus (Nice-to-have).
- 2+ years of experience in a customer-facing Support role, ideally within the banking, tech, or telecommunications industries, or in an international contact center.
- 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.
- Self-starter with a proactive, solution-orientated ownership mindset.
- Deep awareness of data security best practices.
Conditions
- Schedule: Standard business hours, Monday through Friday from 9:00 AM to 6:00 PM.
- Base Salary: BRL 10.100.
- RSU’s in a rapidly growing company
- Flexible working model
- 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
- 8-weeks of paid parental leave, after a year with us