Customer Support Team Lead (Night Shifts)

Join Wise, a global technology company on a mission to make international money transfers easier and more affordable. As a Customer Support Team Lead, you will be responsible for driving operational excellence, optimizing processes, and fostering a culture of ongoing development. This is a night shift role, requiring remote work.

• Coaching and mentoring customer support agents to improve their skills and performance.
• Analyzing performance data and identifying areas for improvement in customer support processes.
• Collaborating with cross-functional teams to optimize workflows and remove blockers.

**Overall requirements:**

● Language: Fluent in English; proficiency in the language of the assigned team preferred.

● Experience: At least 6 months at Wise CS or 2 years in an external CS organization preferably in banking, internet, telecom industries, or international customer care centers.

● Technical Savvy: Proficient in Google Business Suite, Slack, and AI-driven support tools. Proficiency in prompt engineering and data visualisation tools to analyse team-level trends independently.

● Mindset: self-starter with a proactive, solution-orientated ownership mindset.

● Operational Flexibility: Flexibility of work hours to ensure appropriate support of your team. Adherence to local WFH guidelines.

● Security: deep awareness of data security best practices.

● Compliance: Successful background check; legally authorised to work in assigned location; able to adhere to the WFH guidelines for local area.

## Additional Information

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

This is a Night Shift role, requiring remote work either from 2:00 AM to 10:00 AM or from 3:00 AM to 11:00 AM.

**Our Benefits:**

• 💰 **Salary:** R$10,100 gross per month (CLT) + a **20% bonus is added**for **night shift hours** worked in the**previous month**
• 🚀 RSU’s in a rapidly growing company.
• 💻 **Flexible working model:** Remote-first
• 💪 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 (provided for the onsite training period).
• 🍕 Food (708 BRL per month) and meal (1,166 BRL per month) vouchers.
• 🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil.

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.

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 [<Wise.Jobs>](https://www.wise.jobs/).

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/).