Q124 Complaints Officer Portuguese Speaking

Complaints Officer - Portuguese speaking

We’re looking for a new Portuguese speaking Complaints Officer to join the Brazilian Complaints team in our Tampa office! Our team is growing as we continue to grow our products in the Brazilian market, so we're looking for some new superstars to help more Brazilians save money by using Wise! 🚀

You’ll receive a competitive package including a starting salary of $51,000 annually + Restricted Stock Units (RSUs) in a profitable company + best in class benefits! (more info below 😉)

Your mission:

This role is a unique opportunity to provide a greater level of service for our Brazilian customer and the specific struggles they face, while also learning more about our product and improving processes along the way.

You’ll be in an impartial party, representing Wise but also acting as a customer advocate while you communicate with the customer, investigate cases, and work cross-team to understand the specific issues within Brazilian regulations and resolve them for our customers. 

• Understand Brazilian customers, Brazilian regulations, and Brazilian complaints processes - making you the master of official Brazilian complaints - working with the Complaints & Disputes Team to make sure we treat our customers fairly at all times - and help hold our product and operational teams to account when things haven’t gone to plan!
• You'll handle Brazilian customer's complaints for both Ouvidoria and Reclame AquiMaintaining and updating a system of reporting that identifies reasons, trends, and volumes of complaints
• Monitoring complaints and reporting them to our partner banks (if needed)
• Helping to provide clear feedback to our teams when things aren’t working out for our customers - including working on product improvements, better processes, and generally improving the experiences of our customers
• Supporting our Portuguese Customer Support teams and other LatAm operational teams with unhappy customers - and providing them with your wisdom and guidance on how to avoid and de-escalate complaints
• Escalate issues to the relevant teamsWork with our customers to provide an excellent experience via both email and phone channels

A bit about you:

• You’ve got excellent verbal and written English and Portuguese skills, being fully fluent in both languages
• You've got extensive customer support experience - this is a must - Ideally you've worked with complaints before
• You’re an exceptional communicator, including the ability to adjust your approach depending on the needs of each individual case or audience, and you’re excited about being part of a cross-office team and working with external partners
• You’re cool under pressure, with the ability to multitask, take responsibility in challenging situations, and excited about the opportunity to take on side-projects and additional responsibility as you grow into the role
• You’ve got a keen eye for detail and the ability to spot the needle-in-the-haystack that others might miss - happy digging deeper into complex cases and offering insight to other teams
• You’re confident and able to make decisions independently - and you’ve got the boldness to call out the right from the wrong, regardless of the audience
• You're flexible when it comes to working hours, as the shifts will closely follow Brazil’s business hours, and working the occasional bank holiday for our customers
• This is a new team addressing a new problem, so you need to be comfortable learning on the job and not having all of the answers at your fingertips
• Most importantly, you’re going to be an excellent addition to the team by helping to build the team’s culture and set a great example by living our values on a daily basis
• Must already be legally authorized to work in the US, we cannot provide Visa sponsorship for this role
• This is NOT a remote position, this is a full-time hybrid role based in Tampa, Florida

Key benefits: 

• 🚀  RSU’s in a rapidly growing company after a year with us
• 💻 Hybrid working model – A combination of work-from-home and from the office 
• ✈️  Wisers can work remotely for 90 days a year. By ‘remote’ we don’t just mean from home, but from wherever in the world you choose to
• 💪  An annual self-development budget
• 🩺  Medical, dental, & vision insurance – including HSA and FSA options
• 💝  Company-paid: Life Insurance, Short & Long-Term Disability, and an EAP program
• ☀️  25 days PTO, 15 sick days, 11 bank holidays, 5 compassionate leave days, 3 paid “Me” days and a paid volunteer day, annually
• 🏝️  A paid 6-week sabbatical leave after four years
• 👶🏼  18-weeks of paid parental leave, after a year with us
• 💰  401k with up to a 4% employer match
• 🏆 Click the hot link for more info on our benefits in Tampa

This role will give you the opportunity to:

• Make an Impact – Our Complaints Officers fuel this revolution as integral operators in Wise, helping our internal teams provide the best experience possible and holding them to account when needed. We're all about intellectual curiosity, growth, and a solution-oriented mindset – because after all, this isn't just a job to us! 🚀
• Be Yourself – We’re looking for a Complaints Officer with a friendly personality that’s fun to work with! We hire smart people and we trust them, because we're not interested in drama, only good Karma!
• Work Globally – We're 3500+ Wisers strong, with 90+ nationalities working in offices from Tampa to Tokyo, and several places in-between. Much like our product, we work across borders, time zones, and teams to take care of our customers, because they come first and we make no compromises on that! 🌎
• Inspire Teams – With your unique experience, bright ideas, knowledge, self-starting attitude, and customer insight, you’ll directly drive innovation and help us make money borderless! Whatever the mission, we get it done! 💡

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