Customer Support Training Lead (Sao Paulo)

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

The CS Training Lead provides strategic leadership and oversight to the regional CS Training team, ensuring the delivery of effective learning and development initiatives that support business objectives and foster employee growth. This role manages the performance of the CS Training team, guiding and directing them to meet organisational goals.

The CS Training Lead coordinates team activities, manages workloads, and aligns efforts with Servicing Operations teams’ priorities. This role also fosters a positive and motivating work environment, encouraging collaboration and professional development among team members, and works closely with stakeholders to identify and capitalise on growth & scalability opportunities.

The Customer Support Training Lead will lead the Americas Customer Support Training Team, based in Austin. 

Qualifications

LEAD:

• Define the direction and empower your team towards shared goals in a fast-paced environment.

• Act as a bridge between training specialists and senior leadership, ensuring clear communication and alignment with Wise's mission.

• Create a positive work environment through mentorship, coaching, and recognition.

DELIVER:

• Make data-driven decisions to maximise impact for our customers.

• Ensure the team meets KPIs and adheres to project timelines.

• Foster clear communication between leadership, the team, and stakeholders.

DEVELOP:

• Facilitate ongoing development through knowledge sharing and feedback.

• Set growth targets and encourage personal development plans for team members.

• Maintain comprehensive understanding of training programs and processes.

NURTURE:

• Cultivate an inclusive work environment based on Wise values.

• Demonstrate emotional intelligence in navigating team dynamics and conflicts.

• Promote work-life balance to prevent burnout while ensuring productivity.

• Ensure smooth training operations and effective team management.

• Connect team expectations with overall mission/goals through transparent communication.

• Build relationships across functions and represent the training team to senior partners.

• Support team members with coaching, mentoring, and assistance as needed.​​​​​​

You have: 

• At least 1 year of operational team management experience, ideally in a Customer Support Training Function in Fintech/Tech/Financial Services, or any fast-paced/high growth environments

• Ability to utilise and analyse data to craft compelling stories to influence stakeholders

• Ability to align strategy regionally and globally, and ensure scalability in training programs

• Excellent verbal & written English, and Communication Skills; proactive and outspoken with the ability to work well across all levels of the business

• Strong problem solving skills and analytical mindset, solving problems through available data, observations, and root cause analysis

• Strong presentation skills, with the ability to convey information and ideas through a variety of mediums in an engaging and concise manner

• A process-oriented ownership mindset and project management skills

• Experience working with tools such as Google Suites, Confluence, Jira, or learning/content management systems (LMS/CMS) is a plus

Nice to have:

• Learning & Development experience, related L&D certifications, and experience with learning methodologies/strategies/techniques 
• Any additional language capabilities is a plus 

Additional Information

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.