Complaints & Ombudsman Officer

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

Investigate customer complaints and ensure timely, fair resolutions while applying regulatory obligations across jurisdictions. You’ll perform root-cause analysis, communicate with internal teams to gather information, and draft regulatory-compliant responses with clear timelines and outcomes. The role uses tools such as Zendesk, Twilio, and Slack, maintains audit-ready records, and supports both local and global complaints, including guidance on complex cases and process improvements.

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FursaFursa
Wise
Wise
18 hours ago

Complaints & Ombudsman Officer

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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 resolutions while applying regulatory obligations across jurisdictions. You’ll perform root-cause analysis, communicate with internal teams to gather information, and draft regulatory-compliant responses with clear timelines and outcomes. The role uses tools such as Zendesk, Twilio, and Slack, maintains audit-ready records, and supports both local and global complaints, including guidance on complex cases and process improvements.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Investigate customer complaints using internal tools and maintain updated case records and audit trails.
  • •Conduct root cause analysis to identify systemic issues and propose improvements.
  • •Collaborate with internal teams to gather necessary information for case resolutions.
  • •Reference relevant terms of use and customer agreements to support accurate outcomes.
  • •Provide regulatory-compliant written responses with clear summaries, timelines, and guidance on complex cases.

Pay and Benefits

Salary: BRL 7,800 - 9,350 monthly
Equity and Bonus:Equity
Perks:Health InsuranceDentalLife InsuranceParental LeavePaid LeaveSabbatical LeaveLearning BudgetMeal VouchersCommuter BenefitsGym MembershipEap ProgramChildcare Assistance

Key Requirements

  • •Excellent written and verbal communication in Portuguese and English.
  • •Experience with customer support and handling customer complaints.
  • •Proficiency with Google Workspace, Office Suite, and Confluence.
  • •Strong organizational skills with a sharp eye for detail.
  • •Ability to work independently, prioritize tasks, and make informed decisions.
Experience:FintechBanks
Skills:CommunicationRoot cause analysisCustomer-first mindsetEmpathyOrganizational skills
Certifications:Ombudsman certification
Languages:PortugueseEnglish
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
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