Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and what we offer.
Job DescriptionOperations
Help set and report against weekly, monthly and quarterly performance targets, communicate key insights and obstacles to the teams and the broader company
Work closely with other Customer Support teams across the world, and Wise product teams to identify ways to improve experience while reducing customer contacts through product changes
Increase quality, effectiveness and efficiency within Customer Support as well as collaboration and communication between functions and teams
Ensure that a group of teams provides good quality and efficient support and meets KPIs
Identify opportunities for group performance improvement and supports leads with performance management
Lead group planning and ensures clear and impactful plans
Create group long-term plans in alignment with regional and global OKRs.
Bring relevant initiatives to regional level
Ensure agents and lead have access to needed resources from supporting teams
Validating forecast data
Review and set operational goals for their group.
People management
Ensure the team leads equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks, communicate job expectations
Plan, monitor, appraise and review job contributions/compensations; follow and enforce standards and procedures; comply with legal regulations; approving team budget invoices and ensure they are submitted for payment
Support team lead engagement and motivation
Ensure the team leads equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks
Lead interviews with agents or leads and makes hiring decisions, communicates job expectations during hiring process
Provide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for leads, approve compensation changes for agents
Support leads in setting actionable goals that enable their growth in Wise
Relationship management
Maintaining networks with various stakeholders within the organisation and the vendor management team
Participate in cross-team initiatives with various stakeholders upon the need in collaboration with the CS Area Lead and Regional Lead.
Budgeting
Responsible for the team budget in the assigned teams.
Audit/Regulatory compliance
Communicate with legal counsel with the support of the People Team to remain compliant with governmental regulations.
Fluent in English and Portuguese
You have experience being the lead of leads (your direct reports are team leads and indirect reports are customer service agents)
You’re experienced in leading Customer Service, or customer-facing Operations team
You are a dynamic people leader who can effectively lead and develop your team. You are also comfortable having difficult conversations
You have a passion for customer experience, technology, leading people and teams
You have ability to multi-task and take charge in challenging situations as well as ability to manage, delegate and oversee cross-team projects
You are highly analytical and have the ability to dive into numbers to provide process improvements, prioritization and forecasting
You have proven track record of taking individual ownership and responsibilities beyond your main daily duties as well as being a great team-player
You have great cross team collaboration and communication skills
Compensation: Salary for this role is 14,100 BRL gross per month
This is a hybrid position located in Sao Paulo, Brazil, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation
- RSU’s in a rapidly growing company
- 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
- Click here to learn more about the benefits that we offer at Wise
Please apply by submitting your (CV) resume in English. Applications in Portuguese will not be considered.
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Skills Required
- Fluent in English and Portuguese
- Experience managing team leads (lead of leads) with indirect reports of customer service agents
- Experience leading Customer Service or customer-facing Operations teams
- Proven people management skills, including coaching, difficult conversations, and performance management
- Strong analytical skills with ability to dive into data for forecasting and process improvement
- Ability to manage and delegate cross-team projects and multi-task in challenging situations
- Experience with hiring, compensation recommendations, and approving team budgets
- Budget ownership and basic financial oversight for assigned teams
- Compliance and regulatory communication experience (working with legal/people teams)
- Ability to commute to Sao Paulo office or relocate; hybrid (minimum 3 days in office)
- Submit CV/resume in English
What the Team is Saying
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Wise Compensation & Benefits Highlights
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Equity Value & Accessibility — Equity is granted to all employees via time‑based RSUs/stock awards, aligning staff with company performance. This broad accessibility makes ownership a core part of total rewards.
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Leave & Time Off Breadth — Policies include a global minimum of 33–36 paid days off and a paid six‑week sabbatical after four years with a cash stipend. The sabbatical is positioned as a standard milestone benefit in addition to annual leave.
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Parental & Family Support — Wise commits to a minimum of 18 weeks’ fully paid parental leave for birth or adoption across many offices. Eligibility rules and tenure may apply by location while maintaining a companywide minimum standard.
Wise Insights
What We Do
Wise is a global technology company, building the best way to move and manage the world's money. With Wise Account and Wise Business, people and businesses can hold 40 currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new network for the world's money. Launched in 2011, Wise is one of the world’s fastest growing, profitable tech companies. In fiscal year 2025, Wise supported around 15.6 million people and businesses, processing over $185 billion in cross-border transactions and saving customers around $2.6 billion.
Why Work With Us
We’re truly global in who we are, how we work, and how we build. Everything we do is centred around creating a world of money that’s fast, easy, fair. And open to all. Everyone who works here owns a piece of Wise, from the work they do, to the stock they hold.
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Wise Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We expect new joiners in the office most days to build connections and learn from colleagues for their first six months. After that, most Wisers split their working week between the office and home, typically coming in at least 12 times a month.
