Regional Lead - Business Customer Support Americas

Your mission is to lead our Business support team. As the Regional Lead of CS Operations for the Americas youll report directly to the Head of Business Customer Support and lead our regional business teams while cooperating with our outsourcing teams as well as the various CS support functions like Training WFM QA and more.

Youll also join the senior leadership team in the US and work to build an exceptional work environment in both the Americas offices. Youll lead a team that supports any of our global customer base that needs help from our Americas based teams while also working closely with our product teams to ensure that the customers in our Americas markets receive world class support. Are you ready

Heres how youll be contributing to the team:

• Youll partner directly with the teams building key elements of the Americas customer experience as they cover topics such as help content creation selfserve support channels offered support tooling workflow management related ops processes operational reporting AI automation. Youll ensure that the solutions built are viable for US and/or LatAm customers and are operationalized within our CS teams. 
• Youll be meaningfully moving metrics including case resolution time % first time resolution cSAT/Customer Effort Score and our CS cost per transfer.
• You will be working to plan expanded support in new markets or products as we evolve and diversify our offering across the region.
• You will work with our Support leadership and product counterparts to build a scalable model that aligns the product approach with considerations of location and language strategy talent planning hiring capacity outsourcing opportunities specialization and cost modeling while ensuring  an impactful product quality feedback loop.
• Youll be a part of our Support leadership team and the direct lead for our Americas service team based in the US and Brazil representing your region globally and creating a strong culture developing world class team and leading local hiring
• You will be responsible for a team of 150170 agents in our internal and outsourced teams based in multiple locations in the Americas (US Mexico and South America)

This role will give you the opportunity to focus on the following areas: 

Operations

• Ensure that the region provides good customer experience and meet our KPIs
• Lead regional planning process Identifies opportunities for region performance improvement and ensure actionable and impactful plans via planning process
• Ensure region has access to needed resources from supporting teams
• Validating forecast data setting headcount targets
• Review and set strategic goals for their group.

People management

• Support CS Senior Team Lead and CS Area Lead engagement and motivation
• Ensure the Senior leads/area lead equipped with all the necessary tools trainings and support to perform their daily people management and operational tasks
• Lead interviews with Senior Leads/Area Leads and makes hiring decisions communicate job expectations during hiring process
• Provide effective feedback via regular 11s biyearly GrowWise; propose compensation changes for senior leads/area leads approve compensation changes for senior leads/area leads
• Support senior leads/area leads in setting actionable goals that enable their growth in Wise
• Set/Review job descriptions for roles within the region.

Relationship management

• Ensuring the collaboration between the region and the various stakeholders (Workforce Management and Scheduling Team Global Service Delivery Team Vendor Management Team Product Team) and the Support Squad (Global CS) including the other regions
• Represents the region within the Support Squad
• Align all parties that affect the customer within the assigned region.

Budgeting

• Responsible for Regional Cost Centre Budgets.

Qualifications :

• You have strong verbal and written English and Portuguese skills
• You have significant operational experience in Operations or Customer Support
• You have experience of leading large teams (60 at least) with multiple support teams reporting to you
• Youre datadriven. You need to be able to prioritize the value we can add to customers and get a cross team coalition behind you. Numbers are the best way to do this. You are very rigorous about measuring impact and assessing expected impact. You understand key Customer Support metrics and operational processes and like nothing more than debating the merits of MHT vs AHT
• Youre not content with the status quo but constantly seek to raise the bar in how we deliver for our customers
• You place customers first. You make no compromise on this
• You inspire others: You can explain the customer problems clearly and include others in the team to discuss solutions
• You strive to be the best: Selfdriven and make things happen show a strong desire to succeed always looking for opportunities determined in pursuit of your own and your customers goals
• Youre a great communicator: An effective communicator youre straight up and honest. You can adapt your communication style to different audiences. Youre able to persuade others and you arent afraid to challenge something when you need to
• A proven track record of being able to deliver ambitious projects. Youll be ready to show what these are and how you made it happen. You also need to demonstrate the ability to move metrics and reach your KPI goals
• You can lead people and build teams you can hire awesome talent and also get the best out of people reporting to you

Additional Information :

• Please apply by submitting your resume in English. Applications in Portuguese will not be considered
• This is a hybrid position located in Sao Paulo and not fully remote. You must be able to commute to the office or open to relocation
• You must already be legally authorized to work in So Paulo Brazil
• Click here to learn more about the benefits that we offer at Wise

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For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what its like to work at Wise visit Wise.Jobs.

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Remote Work :

No

Employment Type :

Fulltime