We’re looking for a Customer Support Specialist to join our High Amount Transfers (HAT) team! You would play a vital role in communication between compliance, product, and our customers – helping to ensure that the customer journey for high value payments is both professional and effortless. With a strong sense of case ownership, you can help our customers on their TransferWise path – both business and consumer customers alike!
This is an excellent opportunity to grow your career with cross-collaboration. We work very closely alongside product and compliance teams, often assisting as the front line for customer-submitted documents, and providing direct feedback to our product agents in order to change our services in live time. Additionally, we work on both business and personal transfers, with high exposure to both forms of customer support.
You’ll receive a competitive package including a starting salary of $18.70 per hour, stock options in a fast-growing company, and a wide array of other benefits!
Our HAT Mission:
- Striving for our customers to get all of the care and information they need when making their high value payments
- Ensuring that we offer an excellent customer support experience and specialized attention at all times we are available
- Actively collaborating with the product team to constantly improve the high value payment flow for the customer interface
- Reviewing source of funds documents, as well as communicating alongside various departments to guarantee an optimal speed for transfers
- Constantly looking for new solutions to develop the HAT team based on the customers’ needs
This role will give you the opportunity to:
- Make an Impact – You’ll fuel this revolution as the first point of contact for our customers, using your voice to guide them and take ownership over cases to increase your product knowledge and find a resolution for the customer. We’re all about intellectual curiosity, growth, and a solution-oriented mindset, because after all, this isn’t just a job to us!
- Be Yourself – We’re looking for team members who have friendly personalities that are fun to work with! We’re a data driven company and we all have performance metrics to maintain, but we don’t believe in scripts or dress codes and we embrace everyone for who they are. We’re not interested in drama, only good Karma!
- Work Globally – Our customers are all over the world and our team members are just as diverse. We’re 2200+ Wisers strong, with over 70 nationalities working in offices from Tampa to Tokyo, and several places in-between. Our customers come first and we make no compromises on this, but we also take care of our teams and leave ego at the door!
- Inspire Teams – With your ideas, knowledge, self-starting attitude, and customer insight, you’ll directly drive innovation and help us make money borderless! Whether you’re starting a side project from scratch or working with a product team to offer expert customer insight on a feature – whatever the mission, we get it done!
What We’re Looking For:
- At least three years of experience in customer support is required to apply. Financial background experience is preferred, such as in billing, compliance, banking, etc.
- A strong drive to assist our customers and offer a specialized experience, particularly with high value customers of a potentially vulnerable nature.
- Excellent verbal and written English communication skills – though we are looking to expand in other languages, as well!
- Flexibility. This team supports regions across the world, so the shifts are later in the day. This team works Monday-Friday, with shifts from 10am-6pm and later, with the latest shift being 12pm-8pm. Please keep in mind that these times can change with the needs of our customers, so we’re specifically looking for flexibility and a desire to work later shifts (your first month or so would be a regular 9am-5pm schedule while you complete your training.)
- Comprehensive multi-tasking, with an ability to adapt in changing environments in line with a complex product.
- Attention to detail – up to and including frequent reviews of financial documents (ie: source of funds) to ensure that we are always meeting compliance regulations.
- An investment in the ownership aspects of customer care.
- Independent and self-motivated problem solving with a desire to work in an autonomous environment.
- You’re a team-player. You’re straight up and honest. You’re able to own up to your mistakes and you follow through when you say you will. Most importantly – you understand that having a great working culture is everyone’s responsibility, so you treat everyone with respect, you always give a helping hand, and you let our values guide you.
Also….
- You’ve got at least a high school diploma or GED equivalent
- You’re great at the keyboard and your typing speed is at least 35 words-per-minute
- You must already be legally authorized to work in the US, we cannot support visas for this role
- This is NOT a permanently remote position. This is a full-time, physical position in Tampa, Florida
The HAT team is a great place to develop your skills and understanding of compliance, product, and specialized customer support. With our hand-in-hand development and mutual goals, you will have a lot of exposure to other teams and how they relate to improving TransferWise, for each and every customer that seeks to make their high value transfers with our service!
Key benefits:
- $18.70 per hour, starting salary
- Stock options in a profitable company
- Medical, dental, & vision insurance – including HSA and FSA options
- Company-paid: Life Insurance, AD&D Insurance, Short & Long-Term Disability, and an EAP program
- 25 days of PTO + 10 paid sick days + 10 paid banking holidays + a paid volunteer day, annually
- 16-weeks of paid parental leave, after a year with us
- 401k with up to a 4% employer match
- 6-week paid sabbatical after 4 years with us
- Click HERE for more info on benefits
Here’s a few articles for you to read to learn more about our culture and product
“We hire smart people and we trust them”
What we do
How we work
TransferWise Customer Support team
Tampa Bay Times’ #1 Midsized workplace for 2019
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.
Source: Indeed.com
Click Here To Apply
