Complaints & Ombudsman Officer - Exclusive for PwD

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

Investigate customer complaints and ensure timely, fair, and regulatory-compliant resolutions across jurisdictions. Conduct root-cause analysis, recommend improvements, and provide clear case outcomes with accurate audit trails. Work with internal teams using tools such as Zendesk, Twilio, and Slack, while communicating empathetically with customers via approved channels and assistive technologies. Support complex cases and guide the Customer Support team on best practices.

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FursaFursa
Wise
Wise
18 hours ago

Complaints & Ombudsman Officer - Exclusive for PwD

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Investigate customer complaints and ensure timely, fair, and regulatory-compliant resolutions across jurisdictions. Conduct root-cause analysis, recommend improvements, and provide clear case outcomes with accurate audit trails. Work with internal teams using tools such as Zendesk, Twilio, and Slack, while communicating empathetically with customers via approved channels and assistive technologies. Support complex cases and guide the Customer Support team on best practices.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Review and understand customer complaints using internal tools.
  • •Conduct root cause analysis to identify systemic issues and suggest improvements.
  • •Communicate clearly with internal teams and customers, providing timelines and outcomes.
  • •Draft regulatory-compliant final responses and reference relevant terms of use and customer agreements.
  • •Maintain accurate system records and audit trails, complete administrative tasks, and support complex cases.

Pay and Benefits

Salary: BRL 7,800 - 9,350 monthly
Equity and Bonus:Equity
Perks:RsusHealth InsuranceDentalLife InsuranceAnnual BonusPaid LeaveParental LeaveLearning BudgetSabbaticalMeal VouchersCommuter BenefitsGym MembershipEap

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 and a sharp eye for detail.
  • •Ability to work independently, prioritize tasks, and make informed decisions.
Experience:Fintech
Skills:EmpathyCustomer-firstOrganizational skillsCommunicationIndependent work
Languages:EnglishPortuguese
Tech Stack:ZendeskTwilioSlackGoogle 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
WebsiteLinkedInGlassdoor