Customer Support Team lead

Wise
São Paulo
Workplace: OnsiteFull timeBRL 10,100 - 12,300 monthlyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Customer-focused","Analytical","Coaching","Proactive","Solution-oriented"]

Lead Wise’s customer support team to drive operational excellence. Coach agents to resolve complex cases end-to-end, using analytics to identify performance trends and product gaps. Optimize daily workflows in partnership with WFM, QA, and Knowledge Management teams, while managing incident communication and KPI performance. Monitor AI-driven triage and collaborate with Product to refine intent mapping, ensuring customer experience remains strong.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Wise
Wise
2 days ago

Customer Support Team lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Lead Wise’s customer support team to drive operational excellence. Coach agents to resolve complex cases end-to-end, using analytics to identify performance trends and product gaps. Optimize daily workflows in partnership with WFM, QA, and Knowledge Management teams, while managing incident communication and KPI performance. Monitor AI-driven triage and collaborate with Product to refine intent mapping, ensuring customer experience remains strong.
Location: São Paulo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Master customer support tools and policies to coach agents effectively.
  • •Drive independent resolution of complex customer cases through monitoring, training, and delegation.
  • •Use analytical tools to evaluate performance patterns, identify product gaps from customer behavior, and perform root-cause analyses.
  • •Continuously optimize team workflows and partner with WFM, QA, and Knowledge Management to remove blockers and improve processes.
  • •Lead incident management and monitor KPIs (Resolution Rate, Handling Time, Quality, Adherence) with real-time coaching to hit targets.

Pay and Benefits

Salary: BRL 10,100 - 12,300 monthly
Perks:RsusHealth InsuranceDentalLearning BudgetLife InsurancePaid LeaveParental LeaveChildcareCommuter Benefits

Key Requirements

  • •Fluent in English and Spanish (mandatory); Portuguese proficiency is a plus.
  • •2+ years of experience in a customer-facing support role, ideally in banking, tech, or telecommunications, or in an international contact center.
  • •Proficient in Google Business Suite, Slack, and AI-driven support tools; able to use prompt engineering and data visualization tools independently.
  • •Self-starter with a proactive, solution-orientated ownership mindset.
  • •Deep awareness of data security best practices.
Experience:2+ yearsBankingTechTelecommunicationsInternational contact center
Skills:Customer-focusedAnalyticalCoachingProactiveSolution-oriented
Languages:EnglishSpanishPortuguese
Tech Stack:Google Business SuiteSlackAI-driven support toolsPrompt engineeringData visualizationAI-driven intent mapping

Company Brief

Wise
Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2011
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor