Vulnerable Customer Team Lead

Position:
Vulnerable Customer Team Lead

Company:
Wise

Compensation:
16500 - 22000 BRL Monthly

Location:
Brazil, São Paulo

Employment type:
Not specified

Work Arrangement:
Not specified

Short Summary:
As a Vulnerable Customer Team Lead at Wise, you will ensure that vulnerable customers receive fair treatment and their needs are addressed effectively. You will lead a team of Vulnerable Customer Consultants, executing a support strategy that aligns with regulatory standards.

Responsibilities:
- Execute a robust vulnerable customer support strategy.
- Lead and coach a team of Vulnerable Customer Consultants.
- Analyze customer data to identify trends and enhance customer experience.
- Collaborate with cross-functional teams to improve products and processes.
- Manage team performance, well-being, and engagement.
- Ensure compliance with regulatory requirements and implement risk-mitigation strategies.
- Maintain documentation of vulnerable case handling activities.
- Suggest innovative solutions to improve customer engagement.

Requirement:
- Experience in customer experience enhancement and optimal service delivery.
- Strong people management skills, including coaching and mentoring.
- Ability to manage team performance and deliver departmental KPIs.
- Knowledge of regulatory compliance related to vulnerable customer treatment.

Benefits:
- RSUs in a rapidly growing company.
- Flexible working model.
- Annual self-development budget.
- Health and dental allowance for you and your dependents.
- Company-paid life insurance and EAP program.
- Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day annually.
- Paid 6-week sabbatical leave after four years.
- 8-weeks of paid parental leave after a year with the company.
- Transportation vouchers.
- Food and meal vouchers.
- Access to 3,500 gyms and studios throughout Brazil.