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 DescriptionAs the Card Disputes Team Lead, you’ll build and lead a team responsible for investigating and resolving customer card fraud and non-fraud disputes and managing chargeback cases, primarily under Visa and Mastercard scheme rules.
You’ll own the team’s end-to-end operational performance and ensure customers receive accurate, fair and timely outcomes. You’ll balance speed, quality, customer experience, risk and cost while developing a high-performing and supportive team.
What you’ll be doing:
Hire, onboard, coach and develop the São Paulo Card Disputes team, building the knowledge and resilience needed to handle complex cases and periods of high demand.
Own operational performance across SLAs and KPIs, including speed, quality, cost, productivity, rework and manual touch points per case.
Manage queues and shift coverage to meet demand, handovers and unexpected volume changes.
Build deep expertise across customer card fraud, non-fraud disputes and chargebacks.
Ensure the team correctly applies Visa and Mastercard scheme requirements, dispute conditions, reason codes, evidence standards and applicable deadlines.
Develop the team’s understanding of the end-to-end dispute lifecycle, including dispute eligibility, evidence collection, chargeback submission, representment or second-presentment review, pre-arbitration and arbitration where applicable.
Establish consistent decision-making through quality calibrations, coaching, documented standards and effective QA/QC controls.
Promote a “quality first at speed” operating model, reducing avoidable rework, unnecessary manual touch points, missed deadlines and customer harm.
Act as the first escalation point for complex cases, operational incidents, tooling problems, process failures and volume spikes.
Maintain clear process documentation, decision guidance, controls and escalation paths, ensuring important scheme or process changes are understood and consistently applied.
Identify and deliver measurable process improvements that strengthen quality, speed, scalability and operational control.
Work closely with Spend Risk, Risk and Controls, Product and Servicing Leadership.
Collaborate with other Card Disputes leaders to align standards, share knowledge and coordinate operational changes.
You have proven experience leading and developing teams in a high-volume operational environment.
You have practical knowledge of card fraud, card disputes and chargeback operations, with experience working with Visa and/or Mastercard scheme rules.
You understand the end-to-end dispute lifecycle, including evidence requirements, reason codes, scheme deadlines and escalation stages.
You can use SLAs, capacity, productivity, quality and customer-experience metrics to identify gaps and improve performance.
You have strong analytical and problem-solving skills and can translate data and root-cause findings into clear actions.
You can design and maintain effective operational controls while balancing customer outcomes, compliance, risk and efficiency.
You are confident coaching specialists, giving actionable feedback, managing performance and supporting career development.
You communicate clearly in English and can influence stakeholders across Operations, Product, Risk, Compliance and Fraud Prevention.
You demonstrate sound judgement, adaptability and ownership, particularly when managing complex cases or operational incidents.
You are customer-focused and can empower your team to make accurate, consistent and independent decisions.
Please submit your resume in English. We want to be sure we give everyone's application a fair review! Resumes in Portuguese will not be consider.
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
- 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
- Click here to learn more about the benefits that we offer at Wise
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.
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
- Proven experience leading and developing teams in high-volume operational environments
- Practical knowledge of card fraud, card disputes and chargeback operations (Visa and/or Mastercard scheme rules)
- Understanding of end-to-end dispute lifecycle including evidence requirements, reason codes, deadlines and escalation stages
- Experience using SLAs, capacity, productivity, quality and customer-experience metrics to identify gaps and improve performance
- Strong analytical and problem-solving skills; translate data and root-cause findings into clear actions
- Ability to design and maintain effective operational controls balancing customer outcomes, compliance, risk and efficiency
- Experience coaching specialists, providing actionable feedback, managing performance and supporting career development
- Clear communication in English and ability to influence stakeholders across Operations, Product, Risk, Compliance and Fraud Prevention
- Ability to act as escalation point for complex cases, incidents, tooling problems and process failures
- Must submit resume in English
- Must be able to commute to the Sao Paulo office or be open to relocation (hybrid: minimum 3 days in office)
What the Team is Saying
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Wise Compensation & Benefits Highlights
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Leave & Time Off Breadth — Global paid time off is presented as 33–36 days including local public holidays, plus three “Me Days,” with a paid six‑week sabbatical and stipend after four years. Work-from-anywhere for up to 90 days per year after six months further complements time away and flexibility.
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Equity Value & Accessibility — RSUs are granted to all employees, enabling broad ownership in the company. Equity is positioned as a standard, company‑wide component of total rewards.
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Parental & Family Support — Parental leave is described as generous across markets, with U.S. pages listing up to 18 weeks fully paid for birthing parents and 8 weeks for non‑birthing parents. Additional family‑oriented supports such as onsite Mother’s Rooms and abortion travel benefits are noted in certain locations.
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.
