Global Complaints Senior Lead

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 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.

Qualifications

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

Additional Information

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)

🏝️ 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 .