Wise Platform Enterprise Team Lead

The role of a Wise Platform Enterprise Support Team Lead is a blend of team management strategic oversight and hands-on operational support all focused on ensuring Wises business-to-business partners have a seamless experience. This is a crucial position that sits at the intersection of leadership and customer service with a strong emphasis on data-driven decision-making and continuous improvement.

As a Team Lead your primary responsibility is to lead and nurture a team of up to 10 Enterprise Support Specialists. This isnt just about managing tasks; its about fostering a high-performing and motivated team.

Responsibilities:

• Team Leadership and Development: Youll be a coach mentor and manager. This includes setting clear performance and quality targets (KPIs) and holding the team accountable. You will be responsible for tracking individual progress identifying skill gaps and providing training to ensure the team is well-equipped to handle all partner inquiries and complaints. Youll also be involved in hiring and onboarding new team members and conducting regular one-on-one meetings and performance reviews.

• Operational Management: You are the key to a smooth and efficient support workflow. Youll ensure the team is effectively managing the flow of inquiries and complaints ensuring that service level agreements (SLAs) are met. This also involves managing work schedules particularly for a team that provides global coverage and ensuring theres a fair balance of on-call duties if applicable. You will also be the account owner of the long-tail accounts for the Wise Platform.

• Data and Insights: A significant part of the role is using data to drive improvements. Youll be responsible for collecting and analyzing partner feedback through satisfaction surveys and other channels. Youll then take these insightsthe pain points common issues and opportunities for improvementand present them to the wider Wise Platform team which includes Customer Success Account Management and Servicing teams. This feedback loop is essential for influencing product and process changes that enhance the partner experience and reduce the need for future support.

• Strategic Collaboration: A key part of the job is working cross-functionally with other Wise teams. This is to ensure that the feedback and data your team collects are used to inform business decisions and product roadmaps. Youll be a strong advocate for your partners using data to articulate their needs and priorities to internal stakeholders.
   

Qualifications :

• Analytics: You must be an expert in working with partner data. The ability to dive into data understand what its telling you and turn that information into actionable insights is crucial for the continuity of the partnership and the improvement of their implementation.

• Project Management: A significant part of the role involves working on projects that benefit both the partner and internal teams. Youll need to be skilled at defining project goals creating timelines allocating resources and ensuring projects are completed on time and to a high standard.

• Complex Problem-Solving: Youll be the point of contact for internal teams and the person specialists escalate issues to. This requires a strong ability to diagnose complex technical and operational problems develop creative and effective solutions and guide your team through difficult situations.

• Communication and Presentation Skills: You must be an excellent communicator able to articulate complex concepts and data-driven insights to a wide range of audiences both internal and external. You will need to be a master of stakeholder management ensuring everyone is on the same page.

• Adaptability: The fintech world is fast-paced and Wise is no exception. The ability to keep up with constant change adapt processes as needed and remain patient and flexible in the face of new challenges is crucial.

• Language: Excellent verbal and written communication skills in English with the ability to produce clear concise accurate and professional reports summaries and customer communications. Additional languages are a plus.

Additional Information :

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

• This is a hybrid position located in São Paulo Brazil and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation.
• Youre eligible to work in Brazil we cannot sponsor Visas for this role.

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 (1166 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 .

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Remote Work :

No

Employment Type :

Full-time