Business Customer Support Senior Team Lead

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Business Customer Support Senior Team LeadFull-time Compensation: up to BRL 14100 - monthlyCompany DescriptionWise 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 DescriptionOperationsHelp set and report against weekly, monthly and quarterly performance targets, communicate key insights and obstacles to the teams and the broader companyWork closely with other Customer Support teams across the world, and Wise product teams to identify ways to improve experience while reducing customer contacts through product changesIncrease quality, effectiveness and efficiency within Customer Support as well as collaboration and communication between functions and teamsEnsure that a group of teams provides good quality and efficient support and meets KPIsIdentify opportunities for group performance improvement and supports leads with performance managementLead group planning and ensures clear and impactful plans Create group long-term plans in alignment with regional and global OKRs. Bring relevant initiatives to regional levelEnsure agents and lead have access to needed resources from supporting teamsValidating forecast dataReview and set operational goals for their group.People managementEnsure the team leads equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks, communicate job expectationsPlan, monitor, appraise and review job contributions/compensations; follow and enforce standards and procedures; comply with legal regulations; approving team budget invoices and ensure they are submitted for paymentSupport team lead engagement and motivationEnsure the team leads equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasksLead interviews with agents or leads and makes hiring decisions, communicates job expectations during hiring processProvide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for leads, approve compensation changes for agentsSupport leads in setting actionable goals that enable their growth in WiseRelationship managementMaintaining networks with various stakeholders within the organisation and the vendor management teamParticipate in cross-team initiatives with various stakeholders upon the need in collaboration with the CS Area Lead and Regional Lead.BudgetingResponsible for the team budget in the assigned teams.Audit/Regulatory complianceCommunicate with legal counsel with the support of the People Team to remain compliant with governmental regulations.QualificationsFluent in English and PortugueseYou have experience being the lead of leads (your direct reports are team leads and indirect reports are customer service agents)You’re experienced in leading Customer Service, or customer-facing Operations teamYou are a dynamic people leader who can effectively lead and develop your team.  You are also comfortable having difficult conversationsYou have a passion for customer experience, technology, leading people and teamsYou have ability to multi-task and take charge in challenging situations as well as ability to manage, delegate and oversee cross-team projectsYou are highly analytical and have the ability to dive into numbers to provide process improvements, prioritization and forecastingYou have proven track record of taking individual ownership and responsibilities beyond your main daily duties as well as being a great team-playerYou have...