Customer Support Team Lead - Japanese Speaker

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.

Your mission is to provide leadership to the Customer Support Team, establishing and maintaining high levels of quality, efficiency and other processes required for an exceptional level of customer support. The team is the primary point of contact for Wise customers and forms a large part of the company’s profile. As such, all enquiries need to be acted upon with competence and professionalism.

It is the primary duty of the Customer Support Team Lead to ensure that expectations are clearly set and that members of the team are highly engaged, motivated, armed with all necessary equipment and software, have opportunities to contribute to tactics and strategy, and opportunities to learn and grow.

Here’s how you’ll be contributing to our Customer Support team:

Ensure that customer service is maintained by:

• Collaborating with other departments and leads to ensure customer objectives are met
• Ensuring that your team has the required resources, training and knowledge to use them effectively to resolve issues independently in a timely manner
• Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
• Maintain a high level of communications within the team internally and externally
• Developing and maintaining customer satisfaction measurement metrics
• Defining and implementing the procedures and policies to ensure that high‑quality service is delivered to customers (both internal and external) and adherence to strict SLAs
• Seeking and providing positive and constructive feedback frequently on all levels

• You’re experienced. You’ve got a proven track record as a people Lead in Customer Service, or a customer-facing Operations team – this is a requirement (must have previous direct reports).
• You’re passionate. About customer experience, technology, leading people, and building teams. These aren’t just lines on a job description, you genuinely enjoy your work.
• You’re reliable. You’ve got the ability to multi‑task and you take responsibility in challenging situations. You can manage, delegate, and oversee cross‑team projects.
• You’re data‑driven. You can dive into numbers to support process improvements, prioritization, and forecasting.
• You’re a self‑starter. With a proven track record of taking individual ownership and responsibilities beyond your main daily duties, you’ve got a radar for finding areas of improvement and then you get things done.
• You’re an exceptional communicator. Nothing falls through the cracks with your cross‑team communication and listening skills, you’re a master presenter, and you’re calm and comfortable when either giving or receiving feedback.
• You’re a team‑builder. You’re not hidden in a corner office somewhere, but rather work among your teams – You are hands on! Developing your team, and ensuring that we’re delivering on the business needs by guaranteeing that our procedures and processes are continuously improved, simplified and aligned clearly at all levels. Build and maintain strong relationships with internal stakeholders from an array of different teams.

• Please apply by submitting your resume and cover letter in English. Applications in Portuguese will not be considered.
• Fluent in Japanese (JLPT N2), with advanced ability in both written and spoken communication.
• This is a hybrid position located in Sao Paulo, and not fully remote. You must be able to commute to the office or open to relocation.
• You must already be legally authorized to work in São Paulo, Brazil.

• 💰 Salary for this role is 10 000 BRL gross per month
• 🚀 RSU’s…