Customer Support Team Lead

Company Description 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 Description We are looking for a highly analytical and customer-focused Team Lead to drive operational excellence within our customer support team. In this role, you will be instrumental in coaching agents to resolve complex cases, optimizing daily workflows, and leveraging data to hit key performance metrics without compromising the customer experience. You will serve as the crucial link between strategic company objectives and day-to-day operations, ensuring seamless incident management while collaborating closely with cross-functional teams to refine our processes and AI-driven tools. Key Responsibilities: Product and Customer Expertise: Master our Customer Support tools and policies, using your strong understanding of customer expectations to effectively coach agents. Complex Case Resolution: Drive the team’s ability to independently resolve complex cases end-to-end through active monitoring, targeted training, and delegation. Data-Driven Analysis: Use analytical tools to evaluate performance patterns, identify product gaps based on customer behavior, and conduct root-cause analyses to improve resolution rates. Process Optimization: Continuously optimize team workflows and partner with cross-functional teams (WFM, QA, Knowledge Management) to remove blockers and improve operational processes. Incident Management: Lead the efficient resolution of incidents, managing communication with affected customers, internal teams, and Senior Team Leads to minimize disruption. Performance & KPI Management: Monitor performance against key service standards (Resolution Rate, Handling Time, Quality, Adherence) and provide real-time coaching to empower the team to hit targets. Operational Execution & Strategy: Oversee daily tasks using critical thinking to solve problems, ensuring every team member understands how their individual contributions impact broader company goals. AI-Agent Management: Monitor the accuracy of automated triage and collaborate with Product teams to continuously refine AI-driven intent mapping. Innovation & Strategic Connection: Contribute to global projects and taskforces to drive change, ensuring the team's daily operations align with the wider company ecosystem. Qualifications Fluent in English and Spanish (Mandatory); proficiency in Portuguese is a plus (Nice-to-have). 2+ years of experience in a customer-facing Support role, ideally within the banking, tech, or telecommunications industries, or in an international contact center. Proficient in Google Business Suite, Slack, and AI-driven support tools. Proficiency in prompt engineering and data visualisation tools to analyse team-level trends independently. Self-starter with a proactive, solution-orientated ownership mindset. Deep awareness of data security best practices. Additional Information *Please note, only resumes provided in English will be considered* Schedule: Standard business hours, Monday through Friday from 9:00 AM to 6:00 PM. Base Salary: BRL 10.100. 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. 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.