Customer Support Training Lead

The Servicing Training Lead provides strategic leadership and oversight to the Servicing 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 Servicing Training team, guiding and directing them to meet organisational goals.

The Servicing 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 and scalability opportunities.

Activities performed on the job

Performance management on individual & team level

+ Ensure quality and timely training delivery

+ Manage performance and development

+ Reporting and documentation

People management

+ Support and develop team talent

+ Lead and manage the team

+ Enhance team engagement

Executing on the strategy

+ Implement training strategies

+ Develop and communicate best practices

+ Align team performance

Training reporting

+ Develop & maintain reporting governance

+ Utilise insights for improvement

+ Strategic reporting

Stakeholder Management

+ Collaborate & validate training needs

Provide analysis-based recommendations

Ensure alignment and effective communication

Resource management

Training delivery and facilitation

+ Oversee and ensure training effectiveness

+ Stay updated on facilitation methods and trends

+ Facilitate key training sessions

Change Management

+ Communicate and manage changes

+ Facilitate adaptation and support

+ Monitor progress and adjust

You’re experienced — with several years in L&D or Training Operations with progressively increasing levels of responsibility.

You’re a leader — you have proven experience driving change and innovation in leadership roles.

You’re a problem solver — you identify impactful problems and ensure ownership and resolution.

You empower your team — you adapt your leadership style to coach and support team members and foster career growth.

You manage performance effectively — you set clear expectations, coach your team, and provide actionable feedback.

You’re a change champion — you embrace new solutions and drive process improvements, never settling for "good enough".

You make data-driven decisions — you confidently use data and key metrics to guide your team and enhance performance and impact.

You’re customer-focused — you provide clarity on customer needs and ensure team goals prioritise customer impact.

You communicate openly — you model inclusive leadership and encourage respectful and transparent communication.

You take ownership — you fully commit to your responsibilities, always striving to meet or exceed performance targets.

Please apply by submitting your CV and Cover Letter. In your cover letter, please answer the following questions:

Please note cover letter and CV must be submitted in English. Applications submitted in Portuguese will not be considered.

What motivates you to apply for this role?

How would you measure success in this role?

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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