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 DescriptionWe 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, and leveraging data to hit key performance metrics without compromising the customer experience. You will serve as the crucial link between strategic company objectives and day-to-day operations, ensuring seamless incident management while collaborating closely with cross-functional teams to refine our processes and AI-driven tools.
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.
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 visualisation tools to analyse team-level trends independently.
Self-starter with a proactive, solution-orientated ownership mindset.
Deep awareness of data security best practices.
*Please note, only resumes provided in English will be considered*
Schedule: Standard business hours, Monday through Friday from 9:00 AM to 6:00 PM.
Eligibility requirements:You have been in their current role for at least 6 months.
Your last GrowWise rating is "clear impact" or above.
This is a L4 position and the salary offered is 10.100 BRL.
You aren’t on an active disciplinary action and PIP (Performance Improvement Plan).
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 Spanish
- At least 2 years of experience in a customer-facing support role
- Proficiency in Google Business Suite and Slack
- Proficiency in AI-driven support tools
- Proficiency in prompt engineering
- Proficiency in data visualization tools
- Awareness of data security best practices
- Must have been in the current role for at least 6 months
- Last GrowWise rating must be clear impact or above
- Must not be on active disciplinary action or a Performance Improvement Plan
- Portuguese proficiency
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.
