Business Customer Support Senior Team Lead

Job Description

Operations

• Help set and report against weekly, 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 long-term 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 1-1s, 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 cross-team 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

• Fluent in English and Portuguese

• You have experience being the lead of leads (your direct reports are team leads and indirect reports are customer service agents)

• You’re experienced in leading Customer Service, or customer-facing Operations team

• 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 multi-task and take charge in challenging situations as well as ability to manage, delegate and oversee cross-team 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 team-player

• You have great cross team collaboration and communication skills

Additional Information

Compensation: Salary for this role is 14,100 BRL  gross per month

This is a hybrid position located in Sao Paulo, Brazil, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation

• RSU’s in a rapidly growing company
• Flexible working model
• An annual self-development budget
• Health and dental allowance for you and your dependents
• Company-paid: Life Insurance, and an EAP program
• ☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually
• ️ A paid 6-week sabbatical leave after four years
• 18-weeks of paid parental leave, after a year with us and child care assistance
• Transportation vouchers
• Food (730 BRL per month) and meal (1,188 BRL per month) vouchers
• ️ TotalPass access to 3,500 gyms and studios throughout Brazil
• Click here to learn more about the benefits that we offer at Wise

Please apply by submitting your (CV) resume in English. Applications in Portuguese will not be considered.

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

We're 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 it's like to work at Wise visit Wise.Jobs.

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