Sobre

• Company Description
• Wise is a global technology company, building the best way to move and manage the world’s money.
• Min fees. Max ease. Full speed.
• Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
• As part of our team, you will be helping us create an entirely new network for the world's money.
• For everyone, everywhere.
• More about our mission and what we offer.
• Job Description
• As a Complaints Officer, you’ll investigate customer complaints, ensure timely and fair resolutions, and maintain a strong understanding of our regulatory obligations across multiple jurisdictions. This is your chance to make a tangible impact on customer satisfaction and help shape Wise's internal processes for the better.
• Additionally, you will work cross-functionally to influence product and process enhancements, safeguarding Wise’s reputation and operational excellence and supporting local and global complaints.

Key Responsibilities

• Thoroughly review and understand customer complaints using internal tools;
• Conduct root cause analysis to identify systemic issues and suggest improvements;
• Communicate clearly with internal teams to gather necessary information;
• Reference relevant terms of use and customer agreements to support case resolutions;
• Utilize tools like Ninjas, Watson, Zendesk, Twilio, and Slack effectively;
• Provide clear summaries, timelines, and outcomes in customer communications;
• Demonstrate a customer-first approach, displaying empathy and aiming for solutions that enhance satisfaction;
• Craft well-drafted, regulatory-compliant final responses;
• Keep systems updated with proper records and audit trails;
• Complete all administrative tasks efficiently and in line with regulatory standards;
• Engage in mandatory and self-directed training to stay up-to-date;
• Provide guidance to the Customer Support team on complex cases;
• Offer proactive feedback and suggestions to improve processes and customer experiences.
• Qualifications

Must haves

• Excellent written and verbal communication in Portuguese/English;
• Experience with Customer Support;
• Proficiency with Google Workspace, Office Suite, and platforms like Confluence;
• Strong organizational skills and a sharp eye for detail;
• Ability to work independently, prioritize tasks, and make informed decisions;
• Effective interpersonal skills and a clear communication style;
• Reliable, adaptable, and committed to achieving team goals;
• 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;
• You’re eligible to work in Brazil, São Paulo, we cannot sponsor Visas for this role.

Nice to have

• Previously experienced with fintech or banks;
• Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred;
• Experience with Reclame Aqui, Bacen regulation, Procon or have worked in Ouvidoria in Brazil;
• Ombudsman certification is a plus.
• Additional Information
• Interview Process
• 15 min Recruiter Screen + Home-Task
• Final Interview
• Offer
• 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
• 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.
• Keep up to date with life at Wise by following us on LinkedIn and Instagram.

• Compensation: BRL 7800 - BRL 9350 - monthly