[Skip to main content](#main-content) [ OpenNash ](https://opennash.com/) / [Jobs](https://jobs.opennash.com/) [ 01 Search jobs](https://jobs.opennash.com/search/)[ 02 Companies](https://jobs.opennash.com/explore/)[ 03 Hiring report](https://jobs.opennash.com/reports/hiring/)[ 04 AI assistants](https://jobs.opennash.com/connect/)[ 05 How it works](https://jobs.opennash.com/methodology/) Wise · São Paulo, Brazil # Global Complaints Senior Lead São Paulo, Brazil Full-time Manager or lead Customer Support Listed on Wise’s official careers site. Posted October 29, 2026. Check that it is still open and apply there. [Apply on Wise’s careers site →](https://jobs.smartrecruiters.com/Wise/744000158506100-global-complaints-senior-lead) [OpenNash Jobs](https://jobs.opennash.com/) / [Wise](https://jobs.opennash.com/companies/wise/) / Global Complaints Senior Lead ## 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 ## At a glance - Posted by the employer: Oct 29, 2026 - First seen by OpenNash: Nov 1, 2026 - Last checked: Nov 8, 2026 - Listed for: 10 days - Location: São Paulo, Brazil - Employment type: Full-time[Apply on Wise’s careers site →](https://jobs.smartrecruiters.com/Wise/744000158506100-global-complaints-senior-lead) ## Hiring at Wise - Open jobs: 409 - New in the last 7 days: 36 - Tracked since: Jul 16, 2026 [All Wise jobs](https://jobs.opennash.com/companies/wise/) · [Weekly hiring report](/reports/hiring/) ## More jobs at Wise ### [AML Manager](https://jobs.opennash.com/companies/wise/jobs/b3e8b8c62a4074a87984/) São Paulo, Brazil ### [Banking Operations Governance Team Lead](https://jobs.opennash.com/companies/wise/jobs/fab74e7e3cd6e8beee70/) São Paulo, Brazil ### [Engineer People Technology](https://jobs.opennash.com/companies/wise/jobs/d7d7741617f9e5808fa7/) São Paulo, Brazil ### [FinCrime Operations Team Lead](https://jobs.opennash.com/companies/wise/jobs/fcbf30f05cf6d3a047e7/) São Paulo, Brazil ### [Global Payroll Specialist](https://jobs.opennash.com/companies/wise/jobs/026282f22c8179cebbf2/) São Paulo, Brazil ## Similar jobs at other companies ### [Nodal Complaints Officer](https://jobs.opennash.com/companies/grasim-industries/jobs/e4283b5dbb190be01544/) Grasim Industries · Maharashtra ### [Project Manager, Complaints & Appeals](https://jobs.opennash.com/companies/cvs-health/jobs/463ff2292a8efac32d9a/) CVS Health ### [RPMG: Training, Complaints & Quality - Front End](https://jobs.opennash.com/companies/axis-bank/jobs/024755140fbb80d92caf/) Axis Bank · Mumbai ### [Senior Analyst, Complaints & Appeals (Pre-service) - Remote](https://jobs.opennash.com/companies/cvs-health/jobs/8a17bf87d58eb4a1e39c/) CVS Health · Work from home, CT ### [Global Complaints Specialist - Chase UK](https://jobs.opennash.com/companies/jpmorganchase/jobs/9f68f2097f669db854ab/) JPMorganChase · EDINBURGH, MIDLOTHIAN, United Kingdom OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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