Vulnerable Customer Team Lead

Wise
São Paulo
Workplace: HybridFull timeBRL 16,500 - 22,000 monthlyFunction: Administration & Executive AssistanceSkills: ["Leadership","Coaching","Stakeholder management","Risk management","Continuous improvement"]

Lead a dedicated team of Vulnerable Customer Consultants to ensure vulnerable customers receive fair, timely support aligned with regulatory requirements. Execute vulnerable customer strategy through outcome testing, feedback loops, and continuous improvement to enhance customer experience and root-cause fixes. Manage people performance and capacity, mitigate risks and reputational exposure, and act as a key contact for regulatory inquiries and audits. Partner cross-functionally and influence policy, process, and product development.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Wise
Wise
1 day ago

Vulnerable Customer Team Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead a dedicated team of Vulnerable Customer Consultants to ensure vulnerable customers receive fair, timely support aligned with regulatory requirements. Execute vulnerable customer strategy through outcome testing, feedback loops, and continuous improvement to enhance customer experience and root-cause fixes. Manage people performance and capacity, mitigate risks and reputational exposure, and act as a key contact for regulatory inquiries and audits. Partner cross-functionally and influence policy, process, and product development.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Execute the vulnerable customer support strategy aligned with regulatory standards and Wise’s commitment to fair treatment.
  • •Manage a team of Vulnerable Customer Consultants by providing guidance, coaching, and performance feedback while ensuring training and compliance knowledge.
  • •Deliver departmental KPIs by setting performance expectations and monitoring outcomes to improve team and customer results.
  • •Serve as a risk owner for vulnerable customer support, identifying emerging trends and implementing mitigation strategies.
  • •Act as a point of contact for regulatory inquiries and audits, ensuring vulnerable case handling is properly documented and reported.

Pay and Benefits

Salary: BRL 16,500 - 22,000 monthly
Equity and Bonus:Equity
Perks:RsusLearning BudgetHealth InsuranceDentalLife InsuranceEap ProgramPaid LeaveParental LeaveSabbatical LeaveCommuter BenefitsMeal VouchersGym Membership

Key Requirements

  • •Lead the execution of strategies and initiatives to deliver fair, positive experiences for vulnerable customers using outcome testing.
  • •Create and maintain feedback loops that translate customer insights into improved service and product guidance.
  • •Coach and mentor team members through weekly check-ins and monthly 1x1 sessions, ensuring training and regulatory/compliance knowledge stay up to date.
  • •Own team capacity planning, performance management against KPIs, and remedy performance gaps using relevant people policies.
  • •Serve as a subject matter expert in vulnerable customer management for cross-functional projects, including proactive risk management and regulatory-aligned documentation.
Skills:LeadershipCoachingStakeholder managementRisk managementContinuous improvement
Languages:English

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