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.
*Resumes must be submitted in English to be considered.*
Job Description
The Opportunity:
We are expanding our global teams and looking for an ambitious and skilled Identity and Productivity Management Technical Support Lead based in São Paulo. This is a unique opportunity to lead a diverse, global team responsible for providing high-quality support for Wise's internal SaaS services. You will be a foundational leader, shaping the team's direction, investing in their professional growth, and ensuring seamless support for our Wisers and outsourced partners across the world. You will play a crucial role in driving process efficiency and collaborating with a wide range of stakeholders to support our Mission Zero.
Your Role:
As the Identity and Productivity Management Technical Support Lead based in our São Paulo office, you will be responsible for a global team of 7 members located in Tallinn, São Paulo, and Singapore. Your primary focus will be on the delivery of your team, the efficiency of your support processes, and managing the well-being, performance, and growth of the people you lead.
You will lead the team's efforts in automating services to reduce manual work and will cooperate with outsourcing vendor management to continuously improve our support services. This role requires a mix of technical support expertise, people management skills, and a strategic mindset to track and enhance quality metrics. You will have the chance to work on impactful global projects and be part of an inclusive and diverse team, expanding your leadership skills while navigating the challenges of managing across multiple time zones.
What You'll Be Doing:
Leading and developing a high-performing, global technical support team.
Driving the automation of services to decrease manual actions and ensure process efficiency.
Owning and improving the quality metrics for the team's support services.
Managing the performance, growth, and well-being of your team members through mentorship and support.
Actively participating in the recruitment process and making hiring decisions to grow the team.
Ensuring the team's composition is balanced and correctly sized with respect to the roadmap.
Creating a culture of ownership where every team member is accountable for their work.
Collaborating with a wide range of stakeholders, including User Technology (UT), Service Owners, Outsourcing Vendor Managers, People Operations, Product-Technology, and Finance.
Guiding the team to provide high-quality support for various SaaS services used by internal teams and partners.
Qualifications
A proactive and ambitious mindset, with a desire to take ownership and make a significant impact.
At least 2-3 years of experience in a team leadership or supervisory position.
Specific experience as an internal IT support lead, application support lead, or in a similar operational support role.
Strong understanding of various software applications and experience with ticketing systems (e.g., Jira).
A strong focus on making processes work efficiently.
Demonstrated stakeholder management skills, with experience collaborating with various departments.
Flexibility in work hours to align with our Europe-based UT leadership and Singapore team member.
- Fluency in English (written and spoken).
Nice to Have:
Previous experience in the Identity and Access Management (IAM) field.
Experience managing a global or distributed team.
Certification in relevant fields (e.g., ITIL, CompTIA).
Experience in a customer-facing role within the technology industry.
Background in FinTech.
Additional Information
*Resumes must be submitted in English to be considered.*
What We Offer:
Restricted stock units in a rapidly growing company
Medical and dental isurance
Meal allowance
Paid time off
An annual self-development budget
Flexible working model – a mix of working from home and from the office
A paid 6-week sabbatical leave after four years
18-weeks of paid parental leave, after a year with us
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.