Customer Support Team Lead (Night Shifts)

Wise
São Paulo
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Coaching","Leadership","Data-driven decision-making","Root cause analysis","Performance management"]

Lead a customer support team through night shifts, coaching agents on complex cases and ensuring end-to-end resolution. Use data-driven analysis to improve resolution, handling time, quality, and adherence to service standards, and run root-cause investigations for low-resolution areas. Partner cross-functionally to optimize workflows, support incident resolution, and manage AI-driven triage performance with feedback to product teams. Drive inclusive, values-based leadership, wellbeing, and talent development.

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FursaFursa
Wise
Wise
17 hours ago

Customer Support Team Lead (Night Shifts)

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 19 hours ago

Job Summary

Lead a customer support team through night shifts, coaching agents on complex cases and ensuring end-to-end resolution. Use data-driven analysis to improve resolution, handling time, quality, and adherence to service standards, and run root-cause investigations for low-resolution areas. Partner cross-functionally to optimize workflows, support incident resolution, and manage AI-driven triage performance with feedback to product teams. Drive inclusive, values-based leadership, wellbeing, and talent development.
Location: São Paulo
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Coach agents and drive end-to-end resolution of complex cases, using targeted training, delegation, and active monitoring.
  • •Analyze performance patterns using analytical tools to set individual and team targets and identify customer-behavior trends linked to product gaps.
  • •Optimize team workflows and partner with Workforce Management, Quality Assurance, and Knowledge Management to remove blockers.
  • •Manage KPIs and service standards (Resolution Rate, Handling Time, Quality, Adherence) and provide real-time coaching to hit targets without compromising customer experience.
  • •Oversee incident management and manage AI-agent performance by monitoring automated triage accuracy and feeding back to product teams to refine intent mapping.

Pay and Benefits

Salary: BRL 10,100 monthly
Equity and Bonus:Equity
Perks:Remote WorkLearning BudgetHealth InsuranceDentalLife InsurancePaid LeaveParental LeaveCommuter BenefitsMeal VouchersGym Membership

Key Requirements

  • •Fluent in English (English resumes required).
  • •At least 6 months at Wise CS, or 2 years in an external CS organization (preferably banking, internet, telecom, or international customer care).
  • •Proficiency with Google Business Suite, Slack, and AI-driven support tools, including prompt engineering and data visualization tools.
  • •Self-starter with proactive, solution-oriented ownership mindset.
  • •Deep awareness of data security best practices and ability to pass a background check while legally authorized to work in the assigned location.
Experience:BankingInternetTelecomInternational customer care
Skills:CoachingLeadershipData-driven decision-makingRoot cause analysisPerformance management
Languages:English
Tech Stack:Google Business SuiteSlackAI-driven support toolsPrompt engineeringData visualization tools

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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