# Global Complaints Senior Lead

**Company**: Wise
**Location**: São Paulo, Brazil
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://jobs.smartrecruiters.com/Wise/744000158506100-global-complaints-senior-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_aacaf8d2-9ee

## Description

As the Global Complaints Senior Lead, you will oversee the resolution of customer complaints on a global scale, ensuring fairness, regulatory compliance, and a better experience for Wise's users.

In this senior role, you will drive the overarching complaints strategy, address systemic issues, and empower a geographically dispersed leadership team.

Key Responsibilities:

- Strategy & Leadership: Define long-term domain strategies, support the Head of Complaints, and lead high-impact, cross-functional projects that align with Wise's broader business objectives and improve operational efficiency.

- Team & Capacity Building: Mentor team leads across multiple geographies to build independent, highly capable teams while managing global staffing, skills, and training requirements.

- Risk & Compliance: Foster a risk-aware culture, ensuring operations comply with diverse regional regulations while prioritizing customer fairness.

- Operations & Financials: Oversee resource allocation and budgets, optimize team performance, evolve KPIs, and uphold rigorous QA in reporting and auditing.

- Cross-Functional Stakeholder Collaboration: Partner with Product, PR, Finance, and Risk to share critical insights and drive organizational decision-making.

- Continuous Improvement: Leverage data and root cause analysis to identify complaint trends, collaborating across teams to resolve underlying issues and reduce future complaints.

QUALIFICATIONS: Core Competencies:

- Leadership & Accountability: Mentors high-performing teams, sets clear goals, and fosters a culture of ownership and continuous improvement.

- Strategic & Analytical Thinking: Leverages complex data to identify trends, address root causes, and drive actionable strategic planning and performance optimization.

- Customer-Centric & Results-Driven: Empathetically balances customer needs with business objectives to deliver measurable, impactful outcomes in a dynamic environment.

- Communication & Influence: Expertly articulates complex ideas, leads high-stakes negotiations, and aligns diverse stakeholders and senior leadership.

Qualifications & Experience:

- Extensive leadership experience in disputes/complaints within a regulated industry, including managing demand and capacity metrics.

- Proven track record of managing operational teams, developing talent, and defining long-term departmental strategy.

- Strong background in data analysis, setting success metrics, and process improvement (experience with BI tools required).

- Excellent written and verbal English communication skills.

Benefits:

- RSU's in a rapidly growing company

- 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

## Skills

### Required
- Leadership
- Strategic Thinking
- Analytical Thinking
- Communication
- Influence
- BI tools
- Data Analysis

### Nice to have
- Global complaints experience in the fintech or banking sector
- SME

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Wise/744000158506100-global-complaints-senior-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)