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 a Complaints & Ombudsman Officer (Brasil), you’ll investigate customer complaints, ensure timely and fair resolutions, and maintain a strong understanding of our regulatory obligations across multiple jurisdictions. This is your chance to make a tangible impact on customer satisfaction and help shape Wise's internal processes for the better.
Additionally, you will work cross-functionally to influence product and process enhancements, safeguarding Wise’s reputation and operational excellence and supporting local and global complaints.
Key Responsibilities:
- Thoroughly review and understand customer complaints using internal tools.
- Conduct root cause analysis to identify systemic issues and suggest improvements.
- Communicate clearly with internal teams to gather necessary information.
- Reference relevant terms of use and customer agreements to support case resolutions.
- Utilize tools like Ninjas, Watson, Zendesk, Twilio, and Slack effectively.
- Provide clear summaries, timelines, and outcomes in customer communications.
- Demonstrate a customer-first approach, displaying empathy and aiming for solutions that enhance satisfaction.
- Craft well-drafted, regulatory-compliant final responses.
- Keep systems updated with proper records and audit trails.
- Complete all administrative tasks efficiently and in line with regulatory standards.
- Engage in mandatory and self-directed training to stay up-to-date.
- Provide guidance to the Customer Support team on complex cases.
- Offer proactive feedback and suggestions to improve processes and customer experiences.
- Qualifications
- Excellent written and verbal communication in Portuguese/English.
- Experience with Reclame Aqui, Bacen regulation, Procon or Have worked in Ouvidoria in Brazil is a plus
- Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred.
- Proficiency with Google Workspace, Office Suite, and platforms like Confluence.
- Strong organizational skills and a sharp eye for detail.
- Ability to work independently, prioritize tasks, and make informed decisions.
- Effective interpersonal skills and a clear communication style.
- Reliable, adaptable, and committed to achieving team goals.
- Working with short deadlines.
- Must have FEBRABAN Ombudsman Certificate / Certificado de Ouvidoria Febraban
- Excellent written and verbal communication in Portuguese/English.
- Experience with Customer Support.
- Previously experienced with Fintech or banks.
- Experience with Reclame Aqui, Bacen regulation, Procon or have worked in Ouvidoria in Brazil is a plus.
- Ombudsman certification is a plus
- Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred.
- Proficiency with Google Workspace, Office Suite, and platforms like Confluence.
- Strong organizational skills and a sharp eye for detail.
- Ability to work independently, prioritize tasks, and make informed decisions.
- Effective interpersonal skills and a clear communication style.
- Reliable, adaptable, and committed to achieving team goals.
- Salary: 7300 BRL monthly
- If you’re ready to take on a challenging and rewarding role, apply now and become part of our team at Wise!
- 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.
- You’re eligible to work in Brazil, we cannot sponsor Visas for this role.
Interview Process
- Application (resume + cover letter )
- Test Assignment
- 15 min Recruiter Screening
- 60 min Final Interview
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.
Top Skills
What the Team is Saying
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.
