Customer Support Team lead - Spanish

Wise
São Paulo
Workplace: OnsiteFull timeBRL 10,100 - 12,300 monthlyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Coaching","Root-cause analysis","Incident management","Problem-solving","Proactive ownership"]

Lead a customer support team focused on resolving complex cases end-to-end. Coach agents on customer support tools and policies, use analytics and root-cause analysis to improve resolution rates, and optimize daily workflows with cross-functional partners (WFM, QA, Knowledge Management). Manage incident resolution and performance KPIs while collaborating with Product to refine AI-driven triage and intent mapping, ensuring strong customer experience.

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FursaFursa
Wise
Wise
1 day ago

Customer Support Team lead - Spanish

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Lead a customer support team focused on resolving complex cases end-to-end. Coach agents on customer support tools and policies, use analytics and root-cause analysis to improve resolution rates, and optimize daily workflows with cross-functional partners (WFM, QA, Knowledge Management). Manage incident resolution and performance KPIs while collaborating with Product to refine AI-driven triage and intent mapping, ensuring strong customer experience.
Location: São Paulo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Coach agents on customer support tools and policies to resolve complex cases effectively.
  • •Drive independent end-to-end resolution of complex cases through monitoring, targeted training, and delegation.
  • •Analyze performance patterns and customer behavior to identify product gaps and improve resolution rates via root-cause analysis.
  • •Optimize team workflows and partner with WFM, QA, and Knowledge Management to remove blockers and improve operational processes.
  • •Lead incident management and real-time KPI coaching (Resolution Rate, Handling Time, Quality, Adherence) to hit service standards.

Pay and Benefits

Salary: BRL 10,100 - 12,300 monthly
Equity and Bonus:Equity
Perks:EquityRemote WorkLearning BudgetHealth InsuranceDentalLife InsurancePaid LeaveParental LeaveChildcareMeal AllowanceGym Membership

Key Requirements

  • •Fluent in English and Spanish (mandatory); Portuguese proficiency is a plus.
  • •2+ years of experience in a customer-facing support role, ideally in banking, tech, telecommunications, or an international contact center.
  • •Proficient in Google Business Suite and Slack, plus AI-driven support tools; experience with prompt engineering and data visualization to analyze team trends.
  • •Self-starter with a proactive, solution-oriented ownership mindset.
  • •Deep awareness of data security best practices.
Experience:2+ yearsBankingTechTelecommunicationsInternational contact center
Skills:CoachingRoot-cause analysisIncident managementProblem-solvingProactive ownership
Languages:EnglishSpanishPortuguese
Tech Stack:Google Business SuiteSlackAI-driven support toolsPrompt engineeringData visualizationAI-driven triageAI-driven intent mapping

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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