<p>Portuguese-Speaking Complaints Officer</p> <p>We’re looking to hire a Portuguese-speaking Complaints Officer to join our Brazilian Complaints team at our Tampa office. As we continue expanding our products in the Brazilian market, we want talented people who can help more Brazilians save money with Wise! 🚀</p> <p>You’ll receive a competitive compensation package, starting with a salary of $51,000 per year, plus Restricted Stock Units (RSUs) at a profitable company, along with industry-leading benefits (details below 😉).</p> <p>Your mission:</p> <p>This role is a great chance to deliver an even higher standard of service to Brazilian customers, better understand the challenges they face, and—along the way—learn more about our product and improve our processes.</p> <p>You’ll serve as an impartial representative of Wise while also acting as a customer advocate. You’ll communicate with customers, investigate cases, and collaborate with cross-functional teams to understand issues related to Brazilian regulations and resolve them for our customers.</p> <ul> <li> <p>Understand Brazilian customers, regulations, and complaint-handling processes so you can become an expert in official Brazilian complaint procedures. 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>Manage 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 escalate them to our partner banks when required.</p> </li> <li> <p>Give clear, actionable feedback to your teams when customers aren’t getting the right outcomes—supporting product enhancements, improved processes, and ongoing upgrades to the customer experience.</p> </li> <li> <p>Support Portuguese Customer Support teams and other LatAm operational teams when handling unhappy customers, providing guidance to prevent complaints and help de-escalate situations.</p> </li> <li> <p>Escalate issues to the appropriate teams and work with customers to ensure an excellent experience via both email and phone.</p> </li> </ul> <p>About you:</p> <ul> <li> <p>You have excellent written and spoken English and Portuguese skills, with full fluency in both languages.</p> </li> <li> <p>You have strong customer support experience—this is essential. Ideally, you’ve handled complaints before.</p> </li> <li> <p>You’re an exceptional communicator who can adapt your approach to each case and audience. You enjoy working within cross-office teams and collaborating with external partners.</p> </li> <li> <p>You stay calm under pressure, can manage multiple tasks, take ownership of challenging situations, and are excited by the opportunity to grow into the role by taking on side projects and additional responsibilities.</p> </li> <li> <p>You have strong attention to detail and can 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’re willing to speak up about what’s right or wrong—regardless of who you’re speaking with.</p> </li> <li> <p>You can work flexible 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 working on a new challenge, so you should feel comfortable learning on the job without having all the answers immediately.</p> </li> <li> <p>Most importantly, you’ll be a great addition to the team by helping shape the team culture and leading by example through the daily practice of our values.</p> </li> <li> <p>You must already be legally authorized to work in the US. We cannot offer visa sponsorship for this role.</p> </li> </ul> <p>This is NOT a remote position. It’s a full-time hybrid role based in Tampa, Florida.</p> <p>Key benefits:</p> <ul> <li> <p>🚀 RSUs in a fast-growing company after one year with us.</p> </li> <li> <p>💻 Hybrid work model—combining working from home and working 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 allowance.</p> </li> <li> <p>🩺 Medical, dental, and vision insurance, including HSA and FSA options.</p> </li> <li> <p>💝 Coverage paid by the company: 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 one paid volunteer day each year.</p> </li> <li> <p>🏝️ A paid 6-week sabbatical 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>In this role, you’ll have the opportunity to:</p> <ul> <li> <p>Make an Impact—Our Complaints Officers drive change as essential members of Wise, helping internal teams deliver the best possible experience and holding them accountable when necessary. We value curiosity, continuous growth, and a solutions-first 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 and a positive, easy-to-work-with approach. We hire smart people and trust them. No drama—just 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—With 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 make it happen! 💡</p> </li> </ul> <p><strong>LI-HYBRID</strong><br /> <strong>BI-Hybrid</strong><br /> <strong>LI-CL1</strong></p>