Complaints & Ombudsman Officer

Wise
São Paulo
Workplace: HybridFull timeBRL 7,800 - 9,350 monthlyFunction: Data Science & Machine LearningSkills: ["Communication","Organizational skills","Independence","Interpersonal skills","Empathy"]

Investigate customer complaints and ensure timely, fair resolutions while applying Wise’s regulatory obligations across jurisdictions. Perform root-cause analysis, gather information with internal teams, and craft regulatory-compliant responses with clear timelines and outcomes. Maintain accurate records and audit trails, use customer tools to manage cases, and guide complex issues for Customer Support. Collaborate on product and process improvements to improve customer experience.

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Wise
Wise
1 day ago

Complaints & Ombudsman Officer

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Last checked: 4 hours agoStatus: Live

Job Summary

Investigate customer complaints and ensure timely, fair resolutions while applying Wise’s regulatory obligations across jurisdictions. Perform root-cause analysis, gather information with internal teams, and craft regulatory-compliant responses with clear timelines and outcomes. Maintain accurate records and audit trails, use customer tools to manage cases, and guide complex issues for Customer Support. Collaborate on product and process improvements to improve customer experience.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Investigate and review customer complaints using internal tools to support timely case resolutions.
  • •Conduct root cause analysis to identify systemic issues and propose improvements.
  • •Reference terms of use and customer agreements to resolve cases and draft compliant responses.
  • •Maintain updated systems records with proper audit trails and complete administrative tasks to regulatory standards.
  • •Provide guidance on complex cases and offer proactive feedback to improve processes and customer experiences.

Pay and Benefits

Salary: BRL 7,800 - 9,350 monthly
Equity and Bonus:Equity
Perks:EquityHealth InsuranceDentalPaid LeaveParental LeaveLife InsuranceLearning BudgetSabbatical

Key Requirements

  • •Excellent written and verbal communication in Portuguese/English.
  • •Experience with Customer Support.
  • •Proficiency with Google Workspace, Office Suite, and platforms like Confluence.
  • •Strong organizational skills with a sharp eye for detail.
  • •Ability to work independently, prioritize tasks, and make informed decisions.
Experience:Customer supportFintechFinancial servicesBanks
Skills:CommunicationOrganizational skillsIndependenceInterpersonal skillsEmpathy
Certifications:Ombudsman certification
Languages:PortugueseEnglish
Tech Stack:NinjasWatsonZendeskTwilioSlackGoogle WorkspaceOffice SuiteConfluence

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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
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