As the Global Complaints Senior Lead, you will oversee the resolution of customer complaints on a global scale, ensuring fairness, regulatory compliance, and a better experience for our users. In this senior role, you will drive the overarching complaints strategy, address systemic issues, and empower a geographically dispersed leadership team.
Key Responsibilities
Strategy & Leadership: Define long-term domain strategies, support the Head of Complaints, and lead high-impact, cross-functional projects that aligns with Wise’s broader business objectives and improves operational efficiency.
Team & Capacity Building: Mentor team leads (across multiple geographies) to build independent, highly capable teams while managing global staffing, skills, and training requirements.
Risk & Compliance: Foster a risk-aware culture, ensuring operations comply with diverse regional regulations while prioritizing customer fairness. Identify and address systemic root causes of complaints to mitigate risk and enhance customer trust.
Operations & Financials: Oversee resource allocation and budgets, optimize team performance, evolve KPIs, and uphold rigorous QA in reporting and auditing.
Cross-Functional Stakeholder Collaboration: Partner with Product, PR, Finance, and Risk to share critical insights and drive organizational decision-making. Build strong relationships with internal teams and external arbitration/regulatory bodies to resolve issues and leverage regional insights.
Continuous Improvement: Leverage data and root cause analysis to identify complaint trends, collaborating across teams to resolve underlying issues and reduce future complaints.
Core Competencies:
Leadership & Accountability: Mentors high-performing teams, sets clear goals, and fosters a culture of ownership and continuous improvement.
Strategic & Analytical Thinking: Leverages complex data to identify trends, address root causes, and drive actionable strategic planning and performance optimization.
Customer-Centric & Results-Driven: Empathetically balances customer needs with business objectives to deliver measurable, impactful outcomes in a dynamic environment.
Communication & Influence: Expertly articulates complex ideas, leads high-stakes negotiations, and aligns diverse stakeholders and senior leadership.
Qualifications & Experience:
Extensive leadership experience in disputes/complaints within a regulated industry, including managing demand and capacity metrics.
Proven track record of managing operational teams, developing talent, and defining long-term departmental strategy.
Strong background in data analysis, setting success metrics, and process improvement (experience with BI tools required).
Excellent written and verbal English communication skills.
Preferred: Global complaints experience in the fintech or banking sector, SME
Interview Process
- CV Review
- Recruiter Screening + Take-Home-Test
- 1st Interview
- 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.
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