Business Customer Support Senior Team Lead at Wise

Brazil

<h3>Company Description</h3><p>Wise is a global technology company, building the best way to move and manage the world’s money.<br/> <strong>Min fees. Max ease. Full speed.</strong></p><p>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.</p><p>As part of our team, you will be helping us create an entirely new network for the world's money.<br/> <strong>For everyone, everywhere.</strong></p><p>More about <strong><a href="https://wise.jobs/our-mission">our mission</a></strong> and <strong><a href="https://wise.jobs/what-we-offer">what we offer</a></strong>.</p><h3>Job Description</h3><p><strong>Please apply by submitting your CV (resume) in English. Applications in Portuguese will not be considered.</strong></p><p>The Business Support Senior Team Lead is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing a continuous feedback loop from customers to various product teams. </p><p><strong>Operations</strong></p><ul><li><p>Help set and report against weekly, monthly and quarterly performance targets, communicate key insights and obstacles to the teams and the broader company</p></li><li><p>Work closely with other Customer Support teams across the world, and Wise product teams to identify ways to improve experience while reducing customer contacts through product changes</p></li><li><p>Increase quality, effectiveness and efficiency within Customer Support as well as collaboration and communication between functions and teams</p></li><li><p>Ensure that a group of teams provides good quality and efficient support and meets KPIs</p></li><li><p>Identify opportunities for group performance improvement and supports leads with performance management</p></li><li><p>Lead group planning and ensures clear and impactful plans </p></li><li><p>Create group long-term plans in alignment with regional and global OKRs. </p></li><li><p>Bring relevant initiatives to regional level</p></li><li><p>Ensure agents and lead have access to needed resources from supporting teams</p></li><li><p>Validating forecast data</p></li><li><p>Review and set operational goals for their group.</p></li></ul><p><strong>People management</strong></p><ul><li><p>Ensure the team leads equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks, communicate job expectations</p></li><li><p>Plan, monitor, appraise and review job contributions/compensations; follow and enforce standards and procedures; comply with legal regulations; approving team budget invoices and ensure they are submitted for payment</p></li><li><p>Support team lead engagement and motivation</p></li><li><p>Ensure the team leads equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks</p></li><li><p>Lead interviews with agents or leads and makes hiring decisions, communicates job expectations during hiring process</p></li><li><p>Provide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for leads, approve compensation changes for agents</p></li><li><p>Support leads in setting actionable goals that enable their growth in Wise</p></li><li><p>Relationship management</p></li><li><p>Maintaining networks with various stakeholders within the organisation and the vendor management team</p></li><li><p>Participate in cross-team initiatives with various stakeholders upon the need in collaboration with the CS Area Lead and Regional Lead.</p></li></ul><p><strong>Budgeting</strong></p><ul><li><p>Responsible for the team budget in the assigned teams.</p></li><li><p>Audit/Regulatory compliance</p></li><li><p>Communicate with legal counsel with the support of the People Team to remain compliant with governmental regulations.</p></li></ul><h3>Qualifications</h3><ul><li><p>Fluent in English and Portuguese</p></li><li><p>You have experience being the lead of leads (your direct reports are team leads and indirect reports are customer service agents)</p></li><li><p>You’re experienced in leading Customer Service, or customer-facing Operations team</p></li><li><p>You are a dynamic people leader who can effectively lead and develop your team.  You are also comfortable having difficult conversations</p></li><li><p>You have a passion for customer experience, technology, leading people and teams</p></li><li><p>You have ability to multi-task and take charge in challenging situations as well as ability to manage, delegate and oversee cross-team projects</p></li><li><p>You are highly analytical and have the ability to dive into numbers to provide process improvements, prioritization and forecasting</p></li><li><p>You have proven track record of taking individual ownership and responsibilities beyond your main daily duties as well as being a great team-player</p></li><li><p>You have great cross team collaboration and communication skills</p></li></ul><p> </p><h3>Additional Information</h3><ul><li><p>This is a hybrid position located in Sao Paulo, and not fully remote. You must be able to commute to the office or open to relocation.</p></li><li><p>Salary for this role is <strong>14,000 BRL monthly.</strong></p></li></ul><p><strong>Click <a href="https://wise.jobs/what-we-offer">here</a> to learn more about the benefits that we offer at Wise.</strong></p><p>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.</p><p>We're proud to have a truly international team, and we celebrate our differences.<br/> 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.</p><p>If you want to find out more about what it's like to work at Wise visit <a href="https://www.wise.jobs/">Wise.Jobs</a>.</p><p>Keep up to date with life at Wise by following us on <a href="https://www.linkedin.com/company/1769571/">LinkedIn</a> and <a href="https://www.instagram.com/wisecareers/">Instagram</a>.</p>