Global Business Complaints Lead

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

Lead Wise’s Business Complaints team in Brazil, ensuring business customers receive fair, high-quality outcomes when issues arise. Manage and coach Business Complaints Officers in São Paulo, oversee KPIs and SLA performance, and serve as escalation point for complex cases. Use complaint data and root-cause thinking to produce actionable insights and MBR reporting, while collaborating with Operations, Product, Compliance, and WFM and engaging with Ouvidoria/BACEN requirements.

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Wise
Wise
2 days ago

Global Business Complaints Lead

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Last checked: 6 hours agoStatus: Live

Job Summary

Lead Wise’s Business Complaints team in Brazil, ensuring business customers receive fair, high-quality outcomes when issues arise. Manage and coach Business Complaints Officers in São Paulo, oversee KPIs and SLA performance, and serve as escalation point for complex cases. Use complaint data and root-cause thinking to produce actionable insights and MBR reporting, while collaborating with Operations, Product, Compliance, and WFM and engaging with Ouvidoria/BACEN requirements.
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 Business Complaints Officers in São Paulo, managing daily operations and maintaining a high-care culture.
  • •Coach officers on complaint writing quality, regulatory obligations, and fair customer outcomes.
  • •Monitor KPIs and SLA performance, addressing underperformance proactively and recognizing strong work.
  • •Ensure complaints are resolved fairly and in line with Brazilian regulatory requirements, including Ouvidoria and BACEN obligations.
  • •Identify trends in complaint data and translate them into actionable insights and MBR-level reporting; collaborate cross-functionally to resolve systemic issues.

Pay and Benefits

Salary: BRL 16,500 - 22,000 monthly
Equity and Bonus:Equity
Perks:RsusLearning BudgetHealth InsuranceLife InsurancePaid ParentalRemote Work

Key Requirements

  • •Experience in a leadership role in customer service or complaints handling.
  • •Able to coach and develop a team, driving growth and performance.
  • •Fluent in Portuguese (written and spoken) with strong English for cross-functional work.
  • •Strong analytical skills to identify trends and turn insights into action.
  • •Comfort using Zendesk and Looker (or similar tools) and familiarity with Brazilian financial services regulation (or ability to learn quickly).
Experience:FintechFinancial services
Skills:People developmentCoachingCommunicationAnalytical thinkingCustomer focus
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
WebsiteLinkedInGlassdoor