Complaints Team Lead - Fraud and Scams

Wise
São Paulo
Workplace: HybridFull timeBRL 16,500 - 22,000 monthlyFunction: Administration & Executive AssistanceSkills: ["Leadership","Coaching","Communication","Customer obsession","Analytical thinking"]

Lead Brazil’s Complaints Officers for Fraud and Scams in São Paulo, ensuring customers receive fair, high-quality outcomes under Brazilian regulatory requirements. Coach and develop the team, manage day-to-day performance, and drive continuous improvement using complaint data and root-cause thinking. Serve as escalation point for complex cases, translate trends into actionable insights for stakeholders, and collaborate cross-functionally with Operations, Product, Compliance, and WFM while engaging regulators when needed.

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FursaFursa
Wise
Wise
2 days ago

Complaints Team Lead - Fraud and Scams

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 3 days ago

Job Summary

Lead Brazil’s Complaints Officers for Fraud and Scams in São Paulo, ensuring customers receive fair, high-quality outcomes under Brazilian regulatory requirements. Coach and develop the team, manage day-to-day performance, and drive continuous improvement using complaint data and root-cause thinking. Serve as escalation point for complex cases, translate trends into actionable insights for stakeholders, and collaborate cross-functionally with Operations, Product, Compliance, and WFM while engaging regulators when needed.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and develop a team of Complaints Officers - Fraud and Scams in São Paulo, managing daily operations and quality culture.
  • •Coach officers on complaint writing quality, regulatory obligations, and fair customer outcomes.
  • •Monitor team KPIs and SLA performance, addressing underperformance and recognizing strong work.
  • •Resolve complex, sensitive, or high-risk cases as primary escalation point and ensure fair resolutions aligned to Brazilian regulatory requirements.
  • •Identify trends in complaint data and report MBR-level volumes, SLA performance, and root causes using Zendesk, Looker, and internal dashboards.

Pay and Benefits

Salary: BRL 16,500 - 22,000 monthly
Perks:Health InsuranceDentalLife InsurancePaid LeaveParental LeaveChildcare AssistanceCommuter BenefitsMeal AllowanceMeal VouchersLearning BudgetRemote WorkFlexible Working

Key Requirements

  • •Experience in a leadership role in customer service or complaints handling.
  • •Fluent in Portuguese (written and spoken) with strong English for cross-functional, global work.
  • •Ability to coach and develop people—challenge others and support their growth.
  • •Analytical mindset to identify trends in complaint data and turn insight into action.
  • •Familiar with Brazilian financial services regulation or able to learn quickly.
Experience:FintechFinancial services
Skills:LeadershipCoachingCommunicationCustomer obsessionAnalytical thinking
Languages:PortugueseEnglish
Tech Stack:ZendeskLooker

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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