Customer Support Team Lead - Japanese Speaker

Location: Global

Team: Lead - Japanese Speaker

About the Role

Wise is a global technology company revolutionizing the way the world moves and manages money with minimal fees, maximum ease, and full speed. As Customer Support Team Lead - Japanese Speaker, you'll lead our São Paulo-based team to deliver exceptional support to Japanese-speaking customers, ensuring high quality, efficiency, and adherence to SLAs. This hybrid role is pivotal in maintaining Wise's reputation as the primary point of contact for customers worldwide. Your mission is to foster a highly engaged, motivated team equipped with the best resources and training to resolve issues independently. You'll collaborate across departments, develop satisfaction metrics, refine processes, and build strong stakeholder relationships while driving continuous improvement. With a hands-on approach, you'll empower your team to contribute to strategy and grow professionally. We're seeking an experienced leader passionate about customer service, technology, and people management. Fluent Japanese (JLPT N2) is essential. Join us in building money without borders for everyone, everywhere, in a diverse, inclusive environment with competitive benefits.

Key Responsibilities

• Provide leadership to the Customer Support Team ensuring high levels of quality, efficiency, and customer support
• Collaborate with other departments to meet customer objectives
• Ensure team has required resources, training, and knowledge to resolve issues independently
• Develop and maintain customer satisfaction metrics and procedures
• Maintain high levels of internal and external communication
• Build and maintain strong relationships with internal stakeholders
• Provide frequent positive and constructive feedback at all levels
• Continuously improve processes and procedures to align with business needs

Required Qualifications

• Proven track record as a people Lead in Customer Service or customer-facing Operations team with previous direct reports
• Fluent in Japanese (JLPT N2) with advanced ability in both written and spoken communication
• Legally authorized to work in São Paulo, Brazil
• Able to commute to the office in São Paulo or open to relocation
• Experienced in maintaining high levels of customer service quality and adherence to SLAs

Preferred Qualifications

• Experience in technology or fintech industry
• Background in data-driven process improvements
• Proven ability to manage cross-team projects

Required Skills

• Leadership and team management
• Customer experience passion
• Multitasking and responsibility in challenging situations
• Data-driven decision making
• Self-starter with ownership mindset
• Exceptional communication and presentation skills
• Feedback giving and receiving
• Team building and hands-on management
• Cross-team collaboration
• Process improvement and simplification

Benefits

• Salary: 10,000 - 12,000 BRL gross per month
• RSUs in a rapidly growing company
• Flexible working model
• Annual self-development budget
• Health and dental allowance for you and dependents
• Company-paid Life Insurance and EAP program
• 30 days vacation + 3 'Me' days + 1 volunteer day annually
• Paid 6-week sabbatical after four years
• 18 weeks paid parental leave after one year + child care assistance
• Transportation, meal, and food vouchers
• TotalPass access to 3,500 gyms and studios

Wise is an equal opportunity employer committed to building a diverse workforce.