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Customer Support Vendor Operations Specialist - Portuguese speaking

Creata il 27-03-2020
Location Tampa

Descrizione

Customer Support Vendor Operations Specialist - Portuguese speaking
 

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. Please only apply for this position if you’re residing in the US. If you are not already located in central Florida, please only apply if you plan to relocate here once it is safe to do so - this is not a permanently remote position. As you probably understand, the current, unpredictable nature of this situation makes relocation to a new country challenging right now.



We’re looking for our first Vendor Operations Specialist to join our Customer Support team in the Tampa office! This role is a unique opportunity to ensure our customer’s complete satisfaction by supporting our customer support outsourcing partner with operational management. The CS VOS is the link between the TransferWise internal and external CS teams, so you’ll work hand-in-hand with both to enable all of our CS teams to help millions more potential customers save money by using TransferWise!


The CS VOS will be responsible for ensuring high quality contacts through consistent calibrations and reporting, communication with internal teams, training calibrations and tracking  as well as other processes required for an exceptional level of customer support. The CS VOS is responsible for weekly implementation work with any new partner, or weekly catch ups with the partners management team, to ensure consistency in the daily work and management of the outsourced team. 


You’ll receive a competitive package including a gross annual starting salary of $46,800.00 per year, stock options in a fast growing company, and a wide array of other benefits at Tampa Bay Times' #1 Midsized Workplace of 2019!


Your mission:


  • Daily partner management - solving ad hoc issues, contributing to the TransferWise customer support strategy
  • Escalation tracking - tracking and improving the escalation accuracy of the outsourced team & improving case allocation
  • Quality control & calibrations - Ensuring a high level of customer support by performing consistent quality calibrations and owning the second level of QA process
  • Training control & calibrations - Consistent control of process training materials, also organizing and tracking internal improvement training’s
  • Leadership support - Managing the connection between the internal and external leadership team, team leads, and Quality Analysts, while offering guidance and support
  • Recruitment calibrations - Consistent calibrations with the outsourced recruitment team to ensure a strong agent pool
  • Process design & improvement - Active involvement in the development and direction setting of the Customer Support Vendor Management team, including continuous improvement of the outsourcing process
  • Reporting - A clear understanding of the customer support KPIs, setting and tracking of the SLAs, and maintaining the relevant reports
  • Live the values - Build your team’s culture and set a great example by living our values on a daily basis

This role will give you the opportunity to:


  • Make an impact – Our CS Vendor Operations Specialists fuel this revolution as integral operators in TransferWise - bridging the gap between our internal and external CS teams, allowing us to scale our customer-first values and future-proof as we continue to grow. We're all about intellectual curiosity, growth, and a solution-oriented mindset – because after all, this isn't just a job to us!

Benefit

Tutte le spese pagate per ferie aziendali

Tutte le spe...

Sconto abbonamento palestra

Sconto abbon...

Congedo di maternità  e paternità avanzato

Congedo di m...

Colazione gratuita

Colazione gr...

Sauna

Sauna

Stock options

Stock option...

Ping pong, Xbox e giochi da tavolo

Ping pong, X...

Pranzi di team

Pranzi di te...

Assistenza medica oculistica

Assistenza m...

Assicurazione Vitality (UK)

Assicurazion...

POSIZIONE CHIUSA Candidati ora

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