Global Business Complaints Lead

We’re 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, we're on a mission to make money move as easily as information — fair, transparent, and fast. As our Business Complaints Team Lead for Brazil, you'll 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.

You'll 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, you'll be an advocate for customers, a bridge to cross-functional teams, and a critical voice in shaping how Wise handles complaints in Brazil. If you're 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