Complaints Team Lead - Fraud and Scams

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.

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  Complaints Team Lead - Fraud and Scams for Brazil, you'll be central to that mission: ensuring our 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 Complaints Officers - Fraud and Scams 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 Complaints Officers - Fraud and Scams 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

• You have experience  in a leadership role in customer service or complaints handling

• You're a natural people developer — you coach, challenge, and genuinely care about the growth of your team

• You're fluent in Portuguese (written and spoken); strong English is also a must for cross-functional and global work

• You're analytical — you can spot trends in data, ask the right questions, and turn insight into action

• You communicate clearly and confidently, adapting your style for different audiences — from frontline officers to senior stakeholders

• You're customer-obsessed: fair outcomes for customers are your non-negotiable

• You're organised and reliable — you manage your team's workload and your own with care and precision

• You're familiar with Brazilian financial services regulation, or you're ready to learn quickly

• You're comfortable using Zendesk, Looker, or similar tools — or eager to build that capability

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

Our Benefits:

🚀 RSU’s in a rapidly growing company

💻 Flexible working model 

💪 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

👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance

🚌 Transportation vouchers

🍕 Food (730 BRL per month) and meal (1,188 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.

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