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
- Lead and develop a team of Complaints Officers - Fraud and Scams in São Paulo, managing daily operations and maintaining a high-quality, high-care culture.
- Coach officers on complaint writing quality, regulatory obligations, and fair customer outcomes.
- Monitor team KPIs and SLA performance, addressing underperformance proactively and recognising strong work.
- Act as the primary escalation point for complex, sensitive, or high-risk cases.
- Ensure every complaint is resolved fairly and in line with Brazilian regulatory requirements, including Ouvidoria and BACEN obligations.
- Review and quality-check case outputs, delivering structured feedback and coaching.
- Champion the customer internally — use complaint insights to advocate for product and process improvements across the business.
- Identify trends in complaint data and translate them into actionable insights for the team and senior stakeholders.
- Contribute to MBR-level reporting on Brazil complaint volumes, SLA performance, and root causes.
- Use tools including Zendesk, Looker, and internal dashboards to manage workload and quality proactively.
- Work cross-functionally with Operations, Product, Compliance, and WFM to resolve systemic issues.
- Engage with Brazilian regulatory bodies (Ouvidoria/BACEN) as required, ensuring timely and accurate responses.
- Represent the Brazil complaints team in senior forums and contribute to the global complaints strategy.
Requirements
- You have experience in a leadership role in customer service or complaints handling.
- You're a natural people developer — you coach, challenge, and genuinely care about the growth of your team.
- You're fluent in Portuguese (written and spoken); strong English is also a must for cross-functional and global work.
- You're analytical — you can spot trends in data, ask the right questions, and turn insight into action.
- You communicate clearly and confidently, adapting your style for different audiences — from frontline officers to senior stakeholders.
- You're customer-obsessed: fair outcomes for customers are your non-negotiable.
- You're organised and able to manage multiple priorities.