Complaints & Ombudsman Team Lead

Wise
São Paulo
Workplace: HybridFull timeBRL 16,500 - 22,000 monthlyFunction: Administration & Executive AssistanceExperience: 1+ yearsSkills: ["Leadership","Coaching","Analytical thinking","Strategic thinking","Stakeholder management"]

Lead and mentor a local team of Complaints Officers, ensuring high-quality complaints handling, regulatory compliance, and an excellent customer experience. Oversee training, capacity planning, absence management, and KPI performance while identifying risks, trends, and root causes. Drive operational improvements, reduce resolution times, and use data/analytics to influence workflow and process enhancements through cross-functional collaboration.

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Wise
Wise
1 day ago

Complaints & Ombudsman Team Lead

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead and mentor a local team of Complaints Officers, ensuring high-quality complaints handling, regulatory compliance, and an excellent customer experience. Oversee training, capacity planning, absence management, and KPI performance while identifying risks, trends, and root causes. Drive operational improvements, reduce resolution times, and use data/analytics to influence workflow and process enhancements through cross-functional collaboration.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead, mentor, and develop a local team of Complaints Officers through check-ins, 1:1s, and performance feedback.
  • •Oversee training and ensure the team’s knowledge stays up to date with regulatory requirements and jurisdictional targets.
  • •Manage team capacity and growth planning, including absence management and addressing performance gaps using company policies.
  • •Deliver and monitor departmental KPIs, set clear expectations, and serve as a subject matter expert for complaints management.
  • •Identify risks and trends, drive operational improvements to enhance customer experience, and use data/analytics to reduce complaint resolution times.

Pay and Benefits

Salary: BRL 16,500 - 22,000 monthly
Equity and Bonus:Equity
Perks:Health InsuranceDentalLife InsurancePaid LeaveParental LeaveChildcareCommuter BenefitsGym Membership

Key Requirements

  • •Advanced written and verbal English communication.
  • •Proven leadership and team management experience (at least 12 months) with a strong background in fintech/banking and complaints.
  • •Ability to coach and lead team members to achieve high performance.
  • •Analytical and strategic thinker with strong problem-solving skills.
  • •Effective stakeholder management and communication skills, including working in a dynamic local environment.
Experience:1+ yearsFintechBanking
Skills:LeadershipCoachingAnalytical thinkingStrategic thinkingStakeholder management
Certifications:Ouvidoria certificate
Languages:English

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
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