Complaints & Ombudsman Officer - Exclusive for PwD

Utilize tools like Zendesk, Twilio, and Slack effectively;

Provide clear summaries, timelines, and outcomes in customer communications;

Demonstrate a customer-first approach, displaying empathy and aiming for solutions that enhance satisfaction;

Craft well-drafted, regulatory-compliant final responses;

Keep systems updated with proper records and audit trails;

Complete all administrative tasks efficiently and in line with regulatory standards;

Engage in mandatory and self-directed training to stay up-to-date;

Provide guidance to the Customer Support team on complex cases;

Offer proactive feedback and suggestions to improve processes and customer experiences;

• Accessible Communication: Communicate clearly and empathetically with customers via approved channels. We provide assistive technologies and support for alternative communication methods (written, visual, or digital) as needed.

Must haves:

Excellent written and verbal communication in Portuguese/English;

Experience with Customer Support;

Proficiency with Google Workspace, Office Suite, and platforms like Confluence;

Strong organizational skills and a sharp eye for detail;

Ability to work independently, prioritize tasks, and make informed decisions;

Effective interpersonal skills and a clear communication style;

Reliable, adaptable, and committed to achieving team goals;

This is a hybrid position located in São Paulo, Brazil, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation;

You’re eligible to work in Brazil, São Paulo, we cannot sponsor Visas for this role.

Nice to have:

Previously experienced with fintech or banks;

Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred;

Experience with Reclame Aqui, Bacen regulation, Procon or have worked in Ouvidoria in Brazil;

Ombudsman certification is a plus.

Interview Process

15 min Recruiter Screen + Home-Task

Final Interview

Offer

Benefits

🚀 RSU’s in a rapidly growing company
💪 An annual self-development budget
🩺 Health and dental allowance for you and your dependents - CarePlus (Master1)
💝 Company-paid: Life Insurance, and an EAP program
☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually
🏝️ A paid 6-week sabbatical leave after four years
👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance
🚌 Transportation vouchers
🍕 Meal (708 BRL per month) and food (1,166 BRL per month) vouchers
🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil

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.

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