Product Analyst - Customer Support

Description

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.

Today, customers have paid over £1 billion into their borderless accounts and are saving themselves £60 million every month in bank fees. Yet we’re moving less than 1% of the world’s money. There’s still heaps to do and we can’t do it alone.

We’re looking for a Product Analyst to join our growing team in Budapest or Tallinn.

What are we doing?

We’re looking for an empathetic analytical thinker who can help us provide world class support to our customers around the world. You’ll be embedded with our CS product team and doing the forecasting and budgeting for our Customer Support department.

We’re moving all of our CS teams to a new email platform. You’ll be responsible for leading the migration process from the data perspective. This means designing data architecture and ensuring our CS reporting is moved between platforms. This is a key objective for the company and you’ll be at the center of it.

Responsibilities

• Lead the migration process as we move CRM platforms including designing the data architecture, define timelines, work with engineers on implementation, and report on progress to key stakeholders.
• Automate the data pipeline from the new CRM so that data stays fresh and team members can generate their reports without support.
• Automate our scheduling and budgeting process so that we have an accurate model with minimal human effort on an ongoing basis.
• Collaborate with our Global Customer Support teams to define their KPis in the new platform and determine what data they will need and at what cadence.
• Gather requirements from all teams in order to build a data structure that will be consumed by the entire company. You’ll be working with our Customer Support team, Finance team, Product Experience teams and Business Development team to determine these requirements.
• Drive continuous improvements to our forecasting and scheduling model as we launch new products and new markets that ensure our teams can provide world-class support to customers all over the world.

About you

• You’ve worked in contact center or operations management before. So you know how generate scheduling forecasting, and hiring plans.
• You’re passionate about providing instant human support to customers worldwide.
• No ego. You’re willing to discuss and plan across multiple teams and stakeholders.
• You’re able to work independently and are self-driven.  

Required skills

• Experience working with Python scripts. You are comfortable with automating data pipelines.
• Experience working with SQL. You can dive deep into data sets and pull out insights
• Experience with staffing and workforce management. You know how to schedule teams for different operating hours around the world.
• Strong communication skills. You’ll be working with CS leadership and coordinating across all of our product teams so will need to be to work in at a fast pace and break down complication details for a wider audience.

Nice to have’s

• Experience working with senior teams and can effectively manage stakeholders
• Experience of a multi-lingual, multi-skill customer contact environment.
• Strong knowledge of Contact Centre systems and a good understanding of end-to-end WFM methodologies.

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.#LI-RJ1