CS Total Service Lead

Wise
São Paulo
Workplace: HybridFull timeBRL 11,100 - 13,500 monthlyFunction: Administration & Executive AssistanceExperience: 1+ yearsSkills: ["Leadership","Data-driven decision-making","Presentation","Empathy","Accountability"]

Lead a high-volume operations team to deliver exceptional customer support and drive retention. Coach and mentor specialists to take cradle-to-grave ownership of complex escalations, manage real-time workflows, and use operational dashboards to improve performance while protecting quality and wellbeing. Handle deep-dive case reviews and quality control against KPIs, surface actionable insights on process gaps or product bugs, and continuously refine the support playbook through innovation.

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FursaFursa
Wise
Wise
2 days ago

CS Total Service Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead a high-volume operations team to deliver exceptional customer support and drive retention. Coach and mentor specialists to take cradle-to-grave ownership of complex escalations, manage real-time workflows, and use operational dashboards to improve performance while protecting quality and wellbeing. Handle deep-dive case reviews and quality control against KPIs, surface actionable insights on process gaps or product bugs, and continuously refine the support playbook through innovation.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and inspire a customer support operations team, setting the cultural tone for high-volume specialists.
  • •Coach, mentor, and run performance reviews to support cradle-to-grave ownership of complex issues.
  • •Manage real-time workflows and use operational dashboards to proactively improve individual and team performance.
  • •Handle escalations with empathy and confidence, performing deep-dive case reviews and quality control against KPIs.
  • •Identify and share actionable insights on process gaps or product bugs, scaling out effective team wins across the business.

Pay and Benefits

Salary: BRL 11,100 - 13,500 monthly
Equity and Bonus:Equity
Perks:RsusLearning BudgetHealth InsuranceDentalLife InsuranceEap ProgramPaid LeaveSabbatical LeaveParental LeaveCommuter BenefitsMeal VouchersGym MembershipChildcare Assistance

Key Requirements

  • •1+ years of people leadership experience in a high-volume, high-growth, complex servicing environment (e.g., FinTech, Tech, or SaaS).
  • •Strong ability to analyze operational dashboards and make data-driven decisions.
  • •Exceptional presentation skills to share insights and build stakeholder buy-in.
  • •Human-centric mindset focused on retaining both high-value customers and team members.
  • •Extreme ownership with accountability and the ability to coach specialists to resolve systemic obstacles.
Experience:1+ yearsFinTechSaaSTechHigh-volume support
Skills:LeadershipData-driven decision-makingPresentationEmpathyAccountability
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
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