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’re looking for an experienced lead of business customers that can drive exceptional customer service, while generating high quality and actionable insights to key stakeholders, to create lasting and positive changes.
At Wise, we're on a mission to make money move as easily as information — fair, transparent, and fast. As our Business Complaints Team Lead for Brazil, you'll be central to that mission: ensuring our business customers in Brazil receive fair, high-quality outcomes when things go wrong, and leading a team that sets the standard for what great complaints handling looks like.
You'll build and lead a growing team of Business Complaints Officers in São Paulo, coaching them to deliver excellent outcomes, managing day-to-day performance, and driving continuous improvement through data and root cause thinking. More than a people manager, you'll be an advocate for customers, a bridge to cross-functional teams, and a critical voice in shaping how Wise handles complaints in Brazil.
If you're passionate about people development, customer fairness, and making a real difference in a fast-moving fintech, this is the role for you.
Roles & Responsibilities
Leadership & Team Management
Lead and develop a team of Business Complaints Officers in São Paulo, managing daily operations and maintaining a high-quality, high-care culture
Coach officers on complaint writing quality, regulatory obligations, and fair customer outcomes
Monitor team KPIs and SLA performance, addressing underperformance proactively and recognising strong work
Act as the primary escalation point for complex, sensitive, or high-risk cases
Customer Focus & Quality
Ensure every complaint is resolved fairly and in line with Brazilian regulatory requirements, including Ouvidoria and BACEN obligations
Review and quality-check case outputs, delivering structured feedback and coaching
Champion the customer internally — use complaint insights to advocate for product and process improvements across the business
Analytical Thinking & Reporting
Identify trends in complaint data and translate them into actionable insights for the team and senior stakeholders
Contribute to MBR-level reporting on Brazil complaint volumes, SLA performance, and root causes
Use tools including Zendesk, Looker, and internal dashboards to manage workload and quality proactively
Stakeholder Collaboration
Work cross-functionally with Operations, Product, Compliance, and WFM to resolve systemic issues
Engage with Brazilian regulatory bodies (Ouvidoria/BACEN) as required, ensuring timely and accurate responses
Represent the Brazil complaints team in senior forums and contribute to the global complaints strategy
You have experience in a leadership role in customer service or complaints handling
You're a natural people developer — you coach, challenge, and genuinely care about the growth of your team
You're fluent in Portuguese (written and spoken); strong English is also a must for cross-functional and global work
You're analytical — you can spot trends in data, ask the right questions, and turn insight into action
You communicate clearly and confidently, adapting your style for different audiences — from frontline officers to senior stakeholders
You're customer-obsessed: fair outcomes for customers are your non-negotiable
You're organised and reliable — you manage your team's workload and your own with care and precision
You're familiar with Brazilian financial services regulation, or you're ready to learn quickly
You're comfortable using Zendesk, Looker, or similar tools — or eager to build that capability
*Please note, only resumes provided in English will be considered*
Our 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
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
- Experience in a leadership role in customer service or complaints handling
- Fluent in Portuguese (written and spoken)
- Strong English for cross-functional and global communication
- Experience coaching and developing frontline teams
- Analytical skills: identify trends in complaint data and turn insight into action
- Familiarity with Brazilian financial services regulation (Ouvidoria, BACEN) or willingness to learn quickly
- Comfortable using Zendesk, Looker, or similar tools
- Ability to manage KPIs, SLAs, and act as escalation point for complex cases
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.
