Customer Service Total Service 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 You will be leading a dynamic Operations team, setting the cultural tone for our highly empowered High Volume Support Specialists. We are looking for an energetic, human-centric leader who champions customer retention and complex support. Reporting to the High Volume Senior Team Lead, you will inspire your team to provide a level of service so exceptional that it turns our most valuable customers into our most passionate advocates. Why this role? Make a Direct Impact: Your North Star metric is retention. This is not only an admin-heavy management role; you will directly impact the business by coaching your team to turn every complex interaction into a reason for the customer to stay. Empowered Environment: You will cultivate a culture of psychological safety where efficiency meets empathy, empowering your team to act autonomously and creatively solve problems in the "grey" areas. Growth and Innovation: You will act as the "eyes and ears" on the ground, analyzing trends to feed vital insights to leadership, refining our playbook, and launching initiatives to relentlessly improve the customer experience. Your Mission Lead and inspire your team to take "cradle-to-grave" ownership of complex issues, setting clear objectives and fostering growth through continuous coaching, mentoring, and performance reviews. Manage real-time workflows and analyze operational dashboards to proactively elevate individual and team performance without ever sacrificing quality or team well-being. Handle team escalations with professional empathy and confidence while routinely performing deep-dive case reviews and quality control checks to maintain rigorous adherence to KPIs. Surface actionable insights regarding process gaps or product bugs, ensuring that unique, out-of-the-box team wins become scalable learnings for the wider business. Qualifications We are looking for a human-centric leader who is not just managing metrics, but is a proactive champion for their people and customers, navigating complex issues with emotional intelligence and data-driven insight. Your Experience & Hard Skills: Leadership Mastery: You bring 1+ years of people leadership experience, preferably within a high-volume, high-growth, and complex servicing environment like FinTech, Tech, or SaaS. Data & Communication Expertise: You seamlessly analyze operational dashboards to make data-driven decisions, coupled with exceptional presentation skills to effectively share insights and generate stakeholder buy-in. Your Soft Skills & Mindset: Human-Centric Retention Mindset: You are deeply committed to retaining both high-value customers and your people, prioritizing work-life balance and engagement to build a resilient, high-performing team. Extreme Ownership: You take immense pride in accountability, empowering your specialists to deliver exemplary outcomes while proactively navigating and resolving systemic obstacles. Coach & Change Leader: You thrive on guiding others through change, using active listening and empathy to mentor critical thinking, overcome resistance, and foster a culture of adaptability. Additional Information Interview Process Home Test Recruiter Screening 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.