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.

Your mission is to lead our Business support team. As the Regional Lead of CS Operations for the Americas, you’ll report directly to the Head of Business Customer Support and lead our regional business teams, while cooperating with our outsourcing teams, as well as the various CS support functions like Training, WFM, QA, and more.

You’ll also join the senior leadership team in the US and work to build an exceptional work environment in both the Americas offices. You'll lead a team that supports any of our global customer base that needs help from our Americas based teams while also working closely with our product teams to ensure that the customers in our Americas markets receive world class support. Are you ready?

Here’s how you’ll be contributing to the team:

• You'll partner directly with the teams building key elements of the Americas customer experience as they cover topics such as help content creation, self-serve support, channels offered, support tooling, workflow management, related ops processes, operational reporting, AI automation. You'll ensure that the solutions built are viable for US and/or LatAm customers and are operationalized within our CS teams. 
• You’ll be meaningfully moving metrics including case resolution time, % first time resolution, cSAT/Customer Effort Score and our CS cost per transfer.
• You will be working to plan expanded support in new markets or products as we evolve and diversify our offering across the region.
• You will work with our Support leadership and product counterparts to build a scalable model that aligns the product approach with considerations of location and language strategy, talent planning, hiring capacity, outsourcing opportunities, specialization and cost modeling while ensuring  an impactful product quality feedback loop.
• You’ll be a part of our Support leadership team and the direct lead for our Americas service team based in the US and Brazil, representing your region globally and creating a strong culture, developing world class team and leading local hiring
• You will be responsible for a team of 150-170 agents in our internal and outsourced teams based in multiple locations in the Americas (US, Mexico, and South America)

This role will give you the opportunity to focus on the following areas: 

Operations

• Ensure that the region provides good customer experience and meet our KPIs
• Lead regional planning process Identifies opportunities for region performance improvement and ensure actionable and impactful plans via planning process
• Ensure region has access to needed resources from supporting teams
• Validating forecast data, setting headcount targets
• Review and set strategic goals for their group.

People management

• Support CS Senior Team Lead and CS Area Lead engagement and motivation
• Ensure the Senior leads/area lead equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks
• Lead interviews with Senior Leads/Area Leads and makes hiring decisions, communicate job expectations during hiring process
• Provide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for senior leads/area leads, approve compensation changes for senior leads/area leads
• Support senior leads/area leads in setting actionable goals that enable their growth in Wise
• Set/Review job descriptions for roles within the region.

Relationship management

• Ensuring the collaboration between the region and the various stakeholders (Workforce Management and Scheduling Team, Global Service Delivery Team, Vendor Management Team, Product Team) and the Support Squad (Global CS) including the other regions
• Represents the region within the Support Squad
• Align all parties that affect the customer within the assigned region.

Budgeting

• Responsible for Regional Cost Centre Budgets.

• You have strong verbal and written English and Portuguese skills
• You have significant operational experience in Operations or Customer Support
• You have experience of leading large teams (+60 at least) with multiple support teams reporting to you
• You’re data-driven. You need to be able to prioritize the value we can add to customers, and get a cross team coalition behind you. Numbers are the best way to do this. You are very rigorous about measuring impact and assessing expected impact. You understand key Customer Support metrics and operational processes and like nothing more than debating the merits of MHT vs AHT
• You’re not content with the status quo but constantly seek to raise the bar in how we deliver for our customers
• You place customers first. You make no compromise on this
• You inspire others: You can explain the customer problems clearly and include others in the team to discuss solutions
• You strive to be the best: Self-driven and make things happen, show a strong desire to succeed, always looking for opportunities, determined in pursuit of your own and your customers' goals
• You’re a great communicator: An effective communicator, you’re straight up and honest. You can adapt your communication style to different audiences. You’re able to persuade others and you aren’t afraid to challenge something when you need to
• A proven track record of being able to deliver ambitious projects. You’ll be ready to show what these are, and how you made it happen. You also need to demonstrate the ability to move metrics and reach your KPI goals
• You can lead people and build teams - you can hire awesome talent and also get the best out of people reporting to you

• Please apply by submitting your resume 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 open to relocation
• You must already be legally authorized to work in São Paulo, Brazil
• Click here to learn more about the benefits that we offer at Wise

#LI-CM1
#BI-Hybrid

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.