About the company
Wise is a global technology company, building the best way to move and manage the world’s 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
- Full-time
- Compensation: up to BRL 10100 monthly
- Schedule: Monday through Friday from 01:00 AM to 10:00 AM
- Remote position, eligible just to candidates that has residence in the Greater São Paulo area
- The first 15 days will consist of initial training, which will take place from 9:00 AM to 6:00 PM. After the training period, the position will transition to a fully remote schedule, working from 1:00 AM to 10:00 AM