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Customer Support Senior Team Lead

Created on 09-07-2020
Location Singapore

Description

 

We’re looking for a Customer Support Senior Team Lead to join our growing team in Singapore. The role is a unique opportunity to help scale our rapidly growing Customer Support operations to help millions more potential customers save money by using TransferWise.You’ll receive a competitive package including generous stock options amongst other benefits. 

The Customer Support Senior Team Lead is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first, while providing continuous feedback from customers to various product teams. You would be supporting a group of up to 7 Customer Support Team Leads - who would in turn support up to 12 agents. 

Your Mission


  • Develop and build strong teams 
  • Help your team members find their path in TransferWise and set them up for success
  • Help set and report against monthly and quarterly performance targets, communicate key insights and obstacles to the teams and the broader company
  • Work closely with other Customer Support teams across the world, and the TransferWise product teams to identify ways to improve customer support experience while reducing customer contacts through product changes
  • Increase quality, effectiveness and efficiency within Customer Support as well as collaboration and communication between functions and teams
  • Help your team focus on why they’re doing what they’re doing, and make sure they can see how their work helps to bring us closer to our mission
  • Build the team’s culture by living our values on a daily basis.
A bit about you: 


  • Singaporean or Permanent Resident (please note we cannot sponsor Visas for this role) 
  • Leading experience in Customer Service, or customer-facing Operations team
  • Passion for customer experience, technology, leading people and teams
  • Ability to multi-task and take responsibility in challenging situations as well as ability to manage, delegate and oversee cross-team projects
  • Ability to dive into numbers to support process improvements, prioritization and forecasting 
  • Proven track record of taking individual ownership and responsibilities beyond your main daily duties as well as being a great team-player
  • Great cross team communication and listening skills
We provide the following environment & benefits to you:


  • Competitive salary
  • 4 weeks paid holiday per annum
  • An annual, all-expenses-paid company trip, SummerDays (with Covid-19, we have currently paused all travel)
  • Regular teams events
  • Catered Friday Lunch + breakfast in the office
  • Health benefits
  • Paid sabbatical leave of 6 weeks after 4 years at TransferWise, on top of annual leave**TransferWise employees are currently all working remotely due to the global Covid-19 pandemic. As a result, our new joiners will onboard and start working for us from the safety of their own home too. 
A bit about TransferWise: Since 2011, we’ve had a clear mission: money without borders. Built by and for people who live global lives, we’re the fairest, easiest way to manage your money across borders. We’re just at the beginning of our story and we’re growing at an incredible pace. We won’t stop until anyone, anywhere can send, spend and receive money wherever they are, whatever they’re doing. There’s still heaps to do and we can’t do it alone. Our People: At TransferWise, you’ll be joining a movement of people who believe in a better, fairer, more transparent way of moving money around the world. You’ll collaborate to do your best work and take on problems that no one has looked at before. If you’re keen to learn, grow, try new things and aren’t afraid of a bold plan, you’ll fit right in. How we work: At TransferWise our strategy emerges from the collective brainpower of all our people, who are organised in dozens of independent, autonomous teams. Teams stay closest to our customers, so they choose what problems to solve and where to spend the most time. You’ll experience radical levels of ownership and empowerment within your role. Plus the opportunity to see the direct impact of your work on our customers.Please note: Only applications with cover letter and CV will be considered.In your cover letter please cover the following topics:


  • Why do you want to join TransferWise?
  • What makes you the best candidate for the role? 
  • How do you imagine the role and what in your past experience has best prepared you for this?
  • Are you an awesome people lead or a data-driven operational person, and why?
  • Provide a few examples of where you have led the implementation of a project, process change, or an initiative.
  • Do you have any feedback about TransferWise web service or app?
  • Tell us a cool story about you :)
A few tips: Try to be specific in your motivational letter. If you have projects you’ve led or things you’re proud of, explain the what, how and why. Bring examples. This is your chance to introduce yourself to us, beyond just sending a CV.

Please note we won’t be able to provide visa sponsorship for this position 


We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.


Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.


And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.


Benefit

All expenses paid company holiday

All expenses...

Discounted gym membership

Discounted g...

Enhanced maternity and paternity leave

Enhanced mat...

Free breakfast

Free breakfa...

Sauna

Sauna

Stock Options

Stock Option...

Table tennis, Xbox and board games

Table tennis...

Team lunch

Team lunch

Vision care

Vision care

Vitality Health Insurance (UK)

Vitality Hea...

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