[Hiring] Customer Support Team Lead @Wise

Role Description

We are looking for a highly analytical and customer-focused Team Lead to drive operational excellence within our customer support team. In this role, you will be instrumental in:

• Coaching agents to resolve complex cases.
• Optimizing daily workflows.
• Leveraging data to hit key performance metrics without compromising the customer experience.
• Serving as the crucial link between strategic company objectives and day-to-day operations.
• Ensuring seamless incident management while collaborating closely with cross-functional teams.

Key Responsibilities:

• Product and Customer Expertise: Master our Customer Support tools and policies, using your strong understanding of customer expectations to effectively coach agents.
• Complex Case Resolution: Drive the team’s ability to independently resolve complex cases end-to-end through active monitoring, targeted training, and delegation.
• Data-Driven Analysis: Use analytical tools to evaluate performance patterns, identify product gaps based on customer behavior, and conduct root-cause analyses to improve resolution rates.
• Process Optimization: Continuously optimize team workflows and partner with cross-functional teams (WFM, QA, Knowledge Management) to remove blockers and improve operational processes.
• Incident Management: Lead the efficient resolution of incidents, managing communication with affected customers, internal teams, and Senior Team Leads to minimize disruption.
• Performance & KPI Management: Monitor performance against key service standards (Resolution Rate, Handling Time, Quality, Adherence) and provide real-time coaching to empower the team to hit targets.
• Operational Execution & Strategy: Oversee daily tasks using critical thinking to solve problems, ensuring every team member understands how their individual contributions impact broader company goals.
• AI-Agent Management: Monitor the accuracy of automated triage and collaborate with Product teams to continuously refine AI-driven intent mapping.
• Innovation & Strategic Connection: Contribute to global projects and taskforces to drive change, ensuring the team's daily operations align with the wider company ecosystem.

Qualifications

• Fluent in English and Spanish (Mandatory); proficiency in Portuguese is a plus (Nice-to-have).
• 2+ years of experience in a customer-facing Support role, ideally within the banking, tech, or telecommunications industries, or in an international contact center.
• Proficient in Google Business Suite, Slack, and AI-driven support tools.
• Proficiency in prompt engineering and data visualization tools to analyze team-level trends independently.
• Self-starter with a proactive, solution-oriented ownership mindset.
• Deep awareness of data security best practices.

Requirements

• Please note, only resumes provided in English will be considered.
• Schedule: Monday through Friday from 01:00 AM to 10:00 AM.
• This is a remote position, eligible only for candidates that have residence in the Greater São Paulo area.
• The first 15 days will consist of initial training, which will take place from 9:00 AM to 6:00 PM.
• After the training period, the position will transition to a fully remote schedule, working from 1:00 AM to 10:00 AM.

Benefits

• 🚀 RSU’s in a rapidly growing company
• 💻 Flexible working model
• 💪 An annual self-development budget
• 🩺 Health and dental allowance for you and your dependents
• 💝 Company-paid: Life Insurance, and an EAP program
• ☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually
• 🏝️ A paid 6-week sabbatical leave after four years
• 👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance
• 🚌 Transportation vouchers
• 🍕 Food (730 BRL per month) and meal (1,188 BRL per month) vouchers
• 🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil