<p>Complaints Officer (Portuguese-speaking)</p> <p>We’re hiring a Portuguese-speaking Complaints Officer to join our Brazilian Complaints team in our Tampa office. As we continue expanding our products in the Brazilian market, we’re looking for talented individuals to help more Brazilians save money with Wise! 🚀</p> <p>You’ll receive a competitive package, including a starting salary of $51,000 per year plus Restricted Stock Units (RSUs) at a profitable company, along with best-in-class benefits (details below 😉).</p> <p>Your mission:</p> <p>This role offers a great opportunity to deliver a higher level of service to Brazilian customers and to better understand the challenges they face, while also learning more about our product and improving processes along the way.</p> <p>You’ll act as an impartial representative for Wise, while also serving as a customer advocate. You’ll communicate with customers, investigate cases, and work with cross-functional teams to understand issues related to Brazilian regulations and resolve them for our customers.</p> <ul> <li> <p>Understand Brazilian customers, Brazilian regulations, and Brazilian complaints processes—so you can become an expert in official Brazilian complaints. Work with the Complaints & Disputes Team to ensure customers are treated fairly, and hold product and operations teams accountable when things haven’t gone as planned.</p> </li> <li> <p>Handle Brazilian customer complaints for both Ouvidoria and Reclame Aqui, and maintain and update a reporting system that tracks complaint reasons, trends, and volumes.</p> </li> <li> <p>Monitor complaints and report them to our partner banks when needed.</p> </li> <li> <p>Provide clear feedback to your teams when things aren’t going well for customers, including supporting product improvements, better processes, and ongoing enhancements to the customer experience.</p> </li> <li> <p>Support our Portuguese Customer Support teams and other LatAm operational teams when dealing with unhappy customers, offering guidance to prevent complaints and help de-escalate situations.</p> </li> <li> <p>Escalate issues to the appropriate teams and work with customers to provide an excellent experience via both email and phone.</p> </li> </ul> <p>About you:</p> <ul> <li> <p>You have excellent written and verbal English and Portuguese skills, with full fluency in both languages.</p> </li> <li> <p>You have significant customer support experience—this is essential. Ideally, you’ve worked with complaints before.</p> </li> <li> <p>You’re an outstanding communicator, able to tailor your approach to the needs of each case and audience. You’re excited to work as part of a cross-office team and collaborate with external partners.</p> </li> <li> <p>You stay calm under pressure, can multitask, take ownership in difficult situations, and are excited by the opportunity to take on side projects and additional responsibilities as you grow in the role.</p> </li> <li> <p>You have a strong eye for detail and the ability to spot what others might miss. You enjoy digging into complex cases and sharing insights with other teams.</p> </li> <li> <p>You’re confident making decisions independently, and you have the courage to call out what’s right or wrong—no matter the audience.</p> </li> <li> <p>You’re flexible with working hours, since shifts closely follow Brazil’s business hours, including occasional work on bank holidays for our customers.</p> </li> <li> <p>This is a new team tackling a new challenge, so you need to be comfortable learning on the job without having all the answers right away.</p> </li> <li> <p>Most importantly, you’ll be a great addition to the team by helping build the team’s culture and leading by example through living our values every day.</p> </li> <li> <p>You must already be legally authorized to work in the US. We cannot provide visa sponsorship for this role.</p> </li> </ul> <p>This is NOT a remote role. It is a full-time hybrid position based in Tampa, Florida.</p> <p>Key benefits:</p> <ul> <li> <p>🚀 RSUs in a rapidly growing company after one year with us.</p> </li> <li> <p>💻 Hybrid work model—a combination of working from home and in the office.</p> </li> <li> <p>✈️ Wisers can work remotely for 90 days per year. “Remote” means from anywhere in the world you choose, not just from home.</p> </li> <li> <p>💪 An annual self-development budget.</p> </li> <li> <p>🩺 Medical, dental, & vision insurance, including HSA and FSA options.</p> </li> <li> <p>💝 Company-paid: Life Insurance, Short & Long-Term Disability, and an EAP program.</p> </li> <li> <p>☀️ 25 days PTO, 15 sick days, 11 bank holidays, 5 compassionate leave days, 3 paid “Me” days, and a paid volunteer day each year.</p> </li> <li> <p>🏝️ A paid 6-week sabbatical leave after four years.</p> </li> <li> <p>👶🏼 18 weeks of paid parental leave after one year with us.</p> </li> <li> <p>💰 401k with up to a 4% employer match.</p> </li> <li> <p>🏆 Click the link to learn more about benefits in Tampa.</p> </li> </ul> <p>This role will give you the opportunity to:</p> <ul> <li> <p>Make an Impact—Our Complaints Officers fuel this change as essential members of Wise, helping internal teams deliver the best possible experience and holding them accountable when necessary. We value curiosity, growth, and a solution-focused mindset—because for us, this isn’t just a job. 🚀</p> </li> <li> <p>Be Yourself—We’re looking for a Complaints Officer with a friendly personality who’s fun to work with. We hire smart people and trust them. No drama—only good karma!</p> </li> <li> <p>Work Globally—With 3,500+ Wisers across 90+ nationalities, working in offices from Tampa to Tokyo and beyond, we support customers across borders, time zones, and teams. Customers come first, and we don’t compromise. 🌎</p> </li> <li> <p>Inspire Teams—Using your experience, fresh ideas, knowledge, self-starting attitude, and customer insight, you’ll directly drive innovation and help us make money borderless. Whatever the mission, we get it done! 💡</p> </li> </ul> <p><strong>LI-HYBRID</strong><br /> <strong>BI-Hybrid</strong><br /> <strong>LI-CL1</strong></p>