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 Global Complaints Senior Lead, you will oversee the resolution of customer complaints on a global scale, ensuring fairness, regulatory compliance, and a better experience for our users. In this senior role, you will drive the overarching complaints strategy, address systemic issues, and empower a geographically dispersed leadership team.
Key Responsibilities
Strategy & Leadership: Define long-term domain strategies, support the Head of Complaints, and lead high-impact, cross-functional projects that aligns with Wise’s broader business objectives and improves operational efficiency.
Team & Capacity Building: Mentor team leads (across multiple geographies) to build independent, highly capable teams while managing global staffing, skills, and training requirements.
Risk & Compliance: Foster a risk-aware culture, ensuring operations comply with diverse regional regulations while prioritizing customer fairness. Identify and address systemic root causes of complaints to mitigate risk and enhance customer trust.
Operations & Financials: Oversee resource allocation and budgets, optimize team performance, evolve KPIs, and uphold rigorous QA in reporting and auditing.
Cross-Functional Stakeholder Collaboration: Partner with Product, PR, Finance, and Risk to share critical insights and drive organizational decision-making. Build strong relationships with internal teams and external arbitration/regulatory bodies to resolve issues and leverage regional insights.
Continuous Improvement: Leverage data and root cause analysis to identify complaint trends, collaborating across teams to resolve underlying issues and reduce future complaints.
Core Competencies:
Leadership & Accountability: Mentors high-performing teams, sets clear goals, and fosters a culture of ownership and continuous improvement.
Strategic & Analytical Thinking: Leverages complex data to identify trends, address root causes, and drive actionable strategic planning and performance optimization.
Customer-Centric & Results-Driven: Empathetically balances customer needs with business objectives to deliver measurable, impactful outcomes in a dynamic environment.
Communication & Influence: Expertly articulates complex ideas, leads high-stakes negotiations, and aligns diverse stakeholders and senior leadership.
Qualifications & Experience:
Extensive leadership experience in disputes/complaints within a regulated industry, including managing demand and capacity metrics.
Proven track record of managing operational teams, developing talent, and defining long-term departmental strategy.
Strong background in data analysis, setting success metrics, and process improvement (experience with BI tools required).
Excellent written and verbal English communication skills.
Preferred: Global complaints experience in the fintech or banking sector, SME
Interview Process
- CV Review
- Recruiter Screening + Take-Home-Test
- 1st Interview
- Final Interview
- Offer
Benefits
🚀 RSU’s in a rapidly growing company
💪 An annual self-development budget
🩺 Health and dental allowance for you and your dependents - CarePlus (Master1)
💝 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
🍕 Meal (708 BRL per month) and food (1,166 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
- Extensive leadership experience in disputes or complaints within a regulated industry
- Experience managing demand and capacity metrics
- Proven experience managing operational teams
- Experience developing talent and defining long-term departmental strategy
- Strong background in data analysis, success metrics, and process improvement
- Experience with business intelligence tools
- Excellent written and verbal English communication skills
- Global complaints experience in the fintech or banking sector
- Subject matter expertise in global complaints
Wise Compensation & Benefits Highlights
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Leave & Time Off Breadth — Paid time off is considered generous, with substantial annual PTO, sick leave, and a paid sabbatical after four years highlighted. Feedback suggests these policies meaningfully support rest and flexibility.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, vision, and options like HSA contributions and a zero-deductible plan in some cases. Feedback suggests the healthcare offering is viewed favorably overall.
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Equity Value & Accessibility — Equity grants (RSUs or stock options) are broadly available and positioned as a core part of total compensation. Feedback suggests some employees find the equity a meaningful component of their overall package.
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.
