Global Business Complaints Lead

Were looking for an experienced lead of business customers that can drive exceptional customer service while generating high quality and actionable insights to key stakeholders to create lasting and positive changes.

At Wise were on a mission to make money move as easily as information fair transparent and fast. As our Business Complaints Team Lead for Brazil youll be central to that mission: ensuring our business customers in Brazil receive fair high-quality outcomes when things go wrong and leading a team that sets the standard for what great complaints handling looks like.

Youll build and lead a growing team of Business Complaints Officers in São Paulo coaching them to deliver excellent outcomes managing day-to-day performance and driving continuous improvement through data and root cause thinking. More than a people manager youll be an advocate for customers a bridge to cross-functional teams and a critical voice in shaping how Wise handles complaints in Brazil.

If youre passionate about people development customer fairness and making a real difference in a fast-moving fintech this is the role for you.

Roles & Responsibilities

Leadership & Team Management

• Lead and develop a team of Business Complaints Officers in São Paulo managing daily operations and maintaining a high-quality high-care culture

• Coach officers on complaint writing quality regulatory obligations and fair customer outcomes

• Monitor team KPIs and SLA performance addressing underperformance proactively and recognising strong work

• Act as the primary escalation point for complex sensitive or high-risk cases

Customer Focus & Quality

• Ensure every complaint is resolved fairly and in line with Brazilian regulatory requirements including Ouvidoria and BACEN obligations

• Review and quality-check case outputs delivering structured feedback and coaching

• Champion the customer internally use complaint insights to advocate for product and process improvements across the business

Analytical Thinking & Reporting

• Identify trends in complaint data and translate them into actionable insights for the team and senior stakeholders

• Contribute to MBR-level reporting on Brazil complaint volumes SLA performance and root causes

• Use tools including Zendesk Looker and internal dashboards to manage workload and quality proactively

Stakeholder Collaboration

• Work cross-functionally with Operations Product Compliance and WFM to resolve systemic issues

• Engage with Brazilian regulatory bodies (Ouvidoria/BACEN) as required ensuring timely and accurate responses

• Represent the Brazil complaints team in senior forums and contribute to the global complaints strategy

Qualifications :

• You have experience in a leadership role in customer service or complaints handling

• Youre a natural people developer you coach challenge and genuinely care about the growth of your team

• Youre fluent in Portuguese (written and spoken); strong English is also a must for cross-functional and global work

• Youre analytical you can spot trends in data ask the right questions and turn insight into action

• You communicate clearly and confidently adapting your style for different audiences from frontline officers to senior stakeholders

• Youre customer-obsessed: fair outcomes for customers are your non-negotiable

• Youre organised and reliable you manage your teams workload and your own with care and precision

• Youre familiar with Brazilian financial services regulation or youre ready to learn quickly

• Youre comfortable using Zendesk Looker or similar tools or eager to build that capability

Additional Information :

*Please note only resumes provided in English will be considered*

Our Benefits:

RSUs 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 (1188 BRL per month) vouchers

TotalPass access to 3500 gyms and studios throughout Brazil

For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were 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 its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1