Consumer Customer Support Senior Team Lead

The Latam Support Senior Team Lead is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing a continuous feedback loop from customers to various product teams. 

Operations

• Help set and report against monthly and quarterly performance targets communicate key insights and obstacles to the teams and the broader company
• Work closely with other Customer Support teams across the world and Wise product teams to identify ways to improve experience while reducing customer contacts through product changes
• Increase quality effectiveness and efficiency within Customer Support as well as collaboration and communication between functions and teams
• Ensure that a group of teams provides good quality and efficient support and meets KPIs
• Identify opportunities for group performance improvement and supports leads with performance management
• Lead group planning and ensures clear and impactful plans 
• Create group longterm plans in alignment with regional and global OKRs. 
• Bring relevant initiatives to regional level
• Ensure agents and lead have access to needed resources from supporting teams
• Validating forecast data
• Review and set operational goals for their group.

People management

• Ensure the team leads equipped with all the necessary tools trainings and support to perform their daily people management and operational tasks communicate job expectations
• Plan monitor appraise and review job contributions/compensations; follow and enforce standards and procedures; comply with legal regulations; approving team budget invoices and ensure they are submitted for payment
• Support team lead engagement and motivation
• Ensure the team leads equipped with all the necessary tools trainings and support to perform their daily people management and operational tasks
• Lead interviews with agents or leads and makes hiring decisions communicates job expectations during hiring process
• Provide effective feedback via regular 11s biyearly GrowWise; propose compensation changes for leads approve compensation changes for agents
• Support leads in setting actionable goals that enable their growth in Wise

Relationship management

• Maintaining networks with various stakeholders within the organisation and the vendor management team
• Participate in crossteam initiatives with various stakeholders upon the need in collaboration with the CS Area Lead and Regional Lead.

Budgeting

• Responsible for the team budget in the assigned teams.

Audit/Regulatory compliance

• Communicate with legal counsel with the support of the People Team to remain compliant with governmental regulations.

Qualifications :

• Youre experienced in leading Customer Service or customerfacing Operations team At least 6 months as a Team Lead in Wise CS or a year in an external CS organisation
• You are a dynamic people leader who can effectively lead and develop your team.  You are also comfortable having difficult conversations
• You have a passion for customer experience technology leading people and teams
• You have ability to multitask and take charge in challenging situations as well as ability to manage delegate and oversee crossteam projects
• You are highly analytical and have the ability to dive into numbers to provide process improvements prioritization and forecasting
• You have proven track record of taking individual ownership and responsibilities beyond your main daily duties as well as being a great teamplayer
• You have great cross team collaboration and communication skills

Additional Information :

Please apply by submitting your resume and cover letter 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 we dont offer relocation package for this position.
• You must already be legally authorized to work in So Paulo Brazil
• Salary: 12750 BRL
• Expected start date is March 11 2025
• Click here to see the benefits we offer!

Interview Process:

• Application (resume Cover Letter)
• 1 hour First Interview 
• 30 min Final Interview
• Offer

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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.

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