CS Total Service Lead

Join Wise, a global technology company on a mission to make money management easier and more affordable for everyone. As the CS Total Service Lead, you will lead a dynamic Operations team, focusing on customer retention and complex support. You will have a direct impact on the business, cultivate a culture of psychological safety, and drive growth and innovation.

Lead and inspire a team of High Volume Support Specialists to take ownership of complex issues and provide exceptional service.

About Wise

• 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.
• Keep up to date with life at Wise by following us on [LinkedIn](https://www.linkedin.com/company/1769571/) and [Instagram](https://www.instagram.com/wisecareers/).

Responsibilities

• Manage real-time workflows and analyze operational dashboards to proactively elevate individual and team performance.
• Surface actionable insights regarding process gaps or product bugs, ensuring that unique team wins become scalable learnings for the wider business.

Requirements

• 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.
• 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.
• 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.

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
• 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 [](https://www.wise.jobs/).

Interview Process

• Home Test
• Recruiter Screening
• 1st Interview
• Final Interview
• Offer