Business Customer Support Senior Team Lead

Responsibilities

• Set and report against weekly, monthly, and quarterly performance targets, communicating key insights and obstacles to the broader company.
• Manage a group of teams in São Paulo, ensuring they provide high-quality, efficient support and meet all KPIs.
• Lead and develop Team Leads, providing them with the tools, training, and support necessary for effective people management.
• Drive operational excellence by identifying opportunities for group performance improvement and process optimization.
• Collaborate with global Customer Support and Product teams to improve user experience and reduce customer contacts through product changes.
• Oversee group planning and long-term strategy in alignment with regional and global OKRs.
• Manage the team budget and ensure compliance with legal and regulatory standards.

Requirements

• Fluent in both English and Portuguese.
• Proven experience as a "lead of leads" (managing Team Leads who in turn manage agents).
• Extensive experience leading Customer Service or customer-facing Operations teams.
• Strong analytical skills with the ability to use data for forecasting, prioritization, and process improvement.
• Exceptional people management expertise, including the ability to handle difficult conversations and drive employee growth.
• Ability to multi-task and manage cross-team projects in a fast-paced, challenging environment.

Benefits

• Competitive monthly salary and RSUs in a rapidly growing company.
• 30 days of vacation plus 3 "Me" days and 1 volunteer day annually.
• Paid 6-week sabbatical leave after four years of service.
• Comprehensive health and dental allowance for you and your dependents.
• Food and meal vouchers (Totaling 1,908 BRL per month).
• Annual self-development budget and TotalPass access to gyms.
• 8 weeks of paid parental leave and childcare assistance.

About the Company

Wise is a global technology company on a mission to make moving and managing money borderless—with minimum fees, maximum ease, and full speed. We are building an entirely new network for the world's money, designed for everyone, everywhere.