Customer Support Team Lead (Night Shifts)

Wise
São Paulo
Workplace: RemoteFull timeBRL 10,100 - 12,300 monthlyFunction: Customer Support (Service Desk)Skills: ["Coaching","Mentorship","Growth mindset","Transparent communication","Analytical thinking"]

Lead night-shift customer support by coaching agents and driving end-to-end resolution of complex cases. Use data analysis to identify performance patterns, run root-cause deep dives, and optimize workflows with cross-functional partners (Workforce Management, Quality Assurance, Knowledge Management). Manage KPIs and incident handling, set the team’s tone of voice, and oversee automated triage/AI feedback to refine intent mapping. Contribute to global projects while ensuring operational planning and daily execution.

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FursaFursa
Wise
Wise
3 hours ago

Customer Support Team Lead (Night Shifts)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead night-shift customer support by coaching agents and driving end-to-end resolution of complex cases. Use data analysis to identify performance patterns, run root-cause deep dives, and optimize workflows with cross-functional partners (Workforce Management, Quality Assurance, Knowledge Management). Manage KPIs and incident handling, set the team’s tone of voice, and oversee automated triage/AI feedback to refine intent mapping. Contribute to global projects while ensuring operational planning and daily execution.
Location: São Paulo
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Coach agents through procedural expertise in customer support tools, policies, and case handling processes.
  • •Drive independent handling of complex cases via targeted training, delegation, and monitoring end-to-end resolution.
  • •Analyze performance patterns and conduct root-cause analysis to connect agent performance with customer perception and product gaps.
  • •Optimize team workflows by partnering with cross-functional teams and supporting incident resolution with affected customers and internal stakeholders.
  • •Manage KPIs and performance through real-time coaching, daily execution checks, tone-of-voice leadership, and AI-agent performance feedback to product teams.

Pay and Benefits

Salary: BRL 10,100 - 12,300 monthly
Equity and Bonus:Equity
Perks:RsusHealth InsuranceDentalLife InsuranceEap ProgramPaid LeaveParental LeaveLearning BudgetGym Membership

Key Requirements

  • •Fluent English and the ability to support the assigned team in English.
  • •At least 6 months at Wise Customer Support or 2 years in an external customer support organization, preferably in banking, internet, telecom, or international customer care centers.
  • •Proficient in Google Business Suite and Slack, with experience using AI-driven support tools, prompt engineering, and data visualization for independent analysis.
  • •Strong self-starter mindset with proactive, solution-oriented ownership.
  • •Flexibility to work night shifts and legally authorized to work in the assigned location; ability to follow local WFH guidelines and data security best practices.
Experience:BankingTelecomCustomer supportInternational customer careInternet servicesFinancial services
Skills:CoachingMentorshipGrowth mindsetTransparent communicationAnalytical thinking
Languages:English
Tech Stack:Google Business SuiteSlackAI-driven support toolsPrompt engineeringData visualizationAI triage

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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