Customer Support Team Lead

Wise Ver todas as vagas

  • São Paulo - SP
  • Permanente
  • Período integral
  • Há 1 dia
Company DescriptionWise 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 and .Job DescriptionYour mission is to provide leadership to the Customer Support Team establishing and maintaining high levels of quality, efficiency and other processes required for an exceptional level of customer support. The team is the primary point of contact for the Wise customers and forms a large part of the company's profile. As such, all enquiries need to be acted upon with competence and professionalism.It is the primary duty of the Business Customer Support Team Lead to ensure that expectations are clearly set and that members of the team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.Here's how you'll be contributing to our Customer Support team:Ensure that customer service is maintained by:Collaborating with other departments and leads to ensure customer objectives are metEnsuring that your team has the required resources, training and knowledge to use them effectively to be able to resolve issues independently in a timely mannerEnsuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communicationsMaintain a high level of communications within the team internally and externallyDeveloping and maintaining customer satisfaction measurement metricsDefining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLA'sSeeking and providing positive and constructive feedback frequently on all levelsQualifications
  • You're experienced. You've got a proven track record as a people Lead in Customer Service, or a customer-facing Operations team - this is a requirement (must have previous direct reports)
You're passionate. About customer experience, technology, leading people, and building teams. These aren't just lines on a job description, you genuinely enjoy your workYou're reliable. You've got the ability to multi-task and you take responsibility in challenging situations. You can manage, delegate, and oversee cross-team projectsYou're data-driven. You can dive into numbers to support process improvements, prioritization, and forecastingYou're a self-starter. With a proven track record of taking individual ownership and responsibilities beyond your main daily duties, you've got a radar for finding areas of improvement and then you get things doneYou're an exceptional communicator. Nothing falls through the cracks with your cross-team communication and listening skills, you're a master presenter, and you're calm and comfortable when either giving or receiving feedbackYou're a team-builder. You're not hidden in a corner office somewhere, but rather work among your teams - You are hands on! Developing your team, and ensuring that we're delivering on the business needs by guaranteeing that our procedures and processes are continuously improved, simplified and aligned clearly at all levels. Build and maintain strong relationships with internal stakeholders from an array of different teams.Additional InformationPlease apply by submitting your resume in English. Applications in Portuguese will not be considered.Your first three months at Wise will be 100% fully in person at the office, from Monday to Friday.After successfully passing your probation, the role will be hybrid (3 days in the office and 2 days working from home).Expected start date for this position is May, 26thYou must be legally authorized to work in Brazil.RSU's in a rapidly growing companyAn annual self-development budgetHealth and dental allowance for you and your dependentsCompany-paid: Life Insurance, and an EAP programPaid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annuallyA paid 6-week sabbatical leave after four years18-weeks of paid parental leave, after a year with us and child care assistanceTransportation vouchersMeal (708 BRL per month) and food (1,166 BRL per month) vouchersTotalPass access to 3,500 gyms and studios throughout BrazilClick to learn more about the benefits that we offer at WiseFor 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 .Keep up to date with life at Wise by following us on and .

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