Vaga de parceiro

Complaints Team Lead - São Paulo / SP

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Detalhes da Vaga

  • Escolaridade Não Informado
  • Segmento Não Informado
  • Salário Não Informado
  • Área de AtuaçãoDiversos / Outros

O que você irá fazer

  • Please do not contact the recruiter directly.
  • Wise is a global technology company, building the best way to move and manage the worlds 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 life 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: As a Global Complaints Lead, you will play a critical role in ensuring our customers' concerns are addressed efficiently and effectively.
  • You will manage a global team of Complaints Officers, providing guidance, coaching, and support to ensure exceptional service delivery.
  • This role will focus on complaints management strategy, regulatory compliance, and customer experience enhancement while identifying trends and driving continuous improvement.
  • Additionally, you will work cross-functionally to influence product and process enhancements, safeguarding Wises reputation and operational excellence.
  • Key Responsibilities: Lead, mentor, and develop a global team of Complaints Officers with regular check-ins and one-on-one sessions.
  • Oversee training and ensure team knowledge is up-to-date with regulatory requirements.
  • Manage global team capacity, plan for growth, and oversee absence management.
  • Drive team engagement through global team-building initiatives.
  • Deliver and monitor departmental KPIs, setting clear expectations and providing regular performance feedback.
  • Be a resource for team members, ensuring a strong understanding of jurisdictional targets and KPIs.
  • Implement talent mapping and address performance gaps using company policies.
  • Align team objectives with Wises broader goals and act as a key stakeholder in cross-functional projects.
  • Serve as a subject matter expert on complaints management, guiding regulatory compliance.
  • Proactively identify risks, trends, and potential issues, developing strategies to mitigate them.
  • Drive operational improvements to enhance team performance and customer experience.
  • Recommend and implement solutions to reduce complaint resolution times.
  • Use data and analytics to drive process improvements and communicate changes effectively.
  • Lead initiatives to optimise workflows and improve team efficiency.
  • Develop and execute strategies to enhance customer experience through effective complaints resolution.
  • Champion a customer-first approach, integrating customer feedback into service and product enhancements.
  • Act as an advocate for customers, ensuring their needs are represented in decision-making.
  • Stay updated on industry trends and best practices in complaints management.
  • Maintain a hands-on approach to escalated complaints to ensure product knowledge.
  • Pursue professional growth opportunities relevant to customer advocacy.
  • Qualifications: Advanced level in written and verbal Portuguese / English communication.
  • Proven experience in Leadership and team management, with a strong background in Fintech and or complaints.
  • Experience with Reclame Aqui, Bacen regulation, Procon and have worked in Ouvidoria in Brazil.
  • Demonstrated ability to coach and lead team members to achieve high performance.
  • Analytical and strategic thinker with strong problem-solving skills.
  • Effective stakeholder management and communication skills.
  • Ability to manage change and work in a dynamic, global environment.
  • Collaborative approach, with a focus on balancing team and business needs.
  • Is a plus if you have Certificação em Ouvidoria.
  • Additional Information: If youre ready to take on a challenging and rewarding role, apply now and become part of our global team at Wise! Salary: 13,150 BRL Monthly + Stocks Please apply by submitting your resume and cover letter in English.
  • Applications in Portuguese will not be considered.
  • This is a hybrid position located in Sao Paulo, and not fully remote.
  • You must be able to commute to the office or be open to relocation.
  • You must already be legally authorized to work in São Paulo, Brazil.
  • Benefits: Salary for this role is 13,150 BRL per month, plus benefits, and RSUs.
  • RSUs in a rapidly growing company.
  • Flexible working model During the first six months, youll be in office most days of the week to become fully immersed in Wises culture and ways of working.
  • After the initial period, youll be in office at least 3 days per week.
  • 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.
  • 18 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.
  • Click here to learn more about the benefits that we offer at Wise.
  • LI-NC1 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.
  • #J-18808-Ljbffr

Informações Adicionais

  • Quantidade de Vagas 1
  • Jornada Não Informado
 

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