Customer Support Team Lead

Descrizione

TransferWise's Customer Support team in Tallinn continues to grow and has reached a point where some additional Lead power and experience is needed to support the team.

The Customer Support 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.

What you’ll get to do:

• 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.

What we’re looking for:

• Minimum of 3 years of relevant experience in Customer Service, or customer-facing Operations team
• Minimum of 2 years of relevant experience as a people lead
• 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
• Excellent written and verbal English

We provide the following environment & benefits to you:

• Global exposure - you’ll have the chance to work closely with colleagues from all over the world (we have 10+ offices all around the world)
• Modern office environment - in addition to the usual free coffee, breakfast and cozy chill-out areas, you can also bring your 4-legged best friend
• Additional paid health days
• Once a year all company event
• Opportunity to work from home based on team agreement
• Starting Salary - 1500 EUR gross per month plus company stock
• See more here

We look forward to receiving your CV and Cover letter latest by the 10.05.2019

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 :)

Please note: Only applications with both cover letter and CV will be considered.

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.