Customer Support Associate – Nights

TransferWise

Tampa, FL, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/13/2021
  • Website: transferwise.com
  • Company Address: The Tea Building, 56 Shoreditch High Street, London, E1 6JJ, United Kingdom

About TransferWise

TransferWise is the clever new alternative to banks and brokers, that allows people to transfer money abroad at a lower cost than ever before. It uses technology developed by the people who built Skype and PayPal to remove all the fees the foreign exchange industry has kept hidden for decades. Customers transfer more than half a billion pounds every month using TransferWise, putting £22 million back in their pockets - and that's a number that is growing rapidly!

Our culture is driven by empowering people to make intelligent decisions with our customer at the centre. We hire intelligent people, and believe they can reach their full potential when given the autonomy to experiment and develop innovative ways to deliver a better product.

Our people are extremely proud of working here and that shows through the commitment and passion in everyday life at TransferWise. This is a place where you will develop yourself as well as make a very visible difference for people worldwide.

Job Description

We’re looking for new Customer Support Associates to join our Asia & Pacific (APAC) team of Rockstars in Tampa, Florida! The APAC team supports our customers on the other side of the world, so the shifts are later in the evening, ending at Midnight for the latest shift.

TransferWise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking. Your mission is to help customers have an excellent experience with TransferWise via phone, email, or chat lines. This isn’t your normal call center – we do things differently – and our Customer Support Associates are here to help millions more potential customers save money by using TransferWise!

You’ll receive a competitive package including a starting salary of $16.00/hour, stock options in a profitable company, and a wide array of other benefits!

Your mission:

  • Provide world-class customer support via email and phone channels for English speaking customers in the Asia & Pacific region, including Australia & New Zealand 
  • Understand that making a customer happy is crucially important to a business’s success and make that your goal for every contact
  • Be creative, friendly, and solution-oriented with customers and colleagues
  • Understand the need to meet expectations, rise above them, and go that extra mile for customers

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! 💫

A bit about you:

  • You have exceptional verbal & written English skills – Phone and email contacts are the main responsibility for this role, so clear communication is key, and we’ll be evaluating yours all the way from your application through the end of the process
  • You’re flexible. This team supports the other side of the world, so the shifts are later in the day and on off days. This team works Sunday-Thursday, with shifts from 11am-7pm and later, with the latest shift being 4:00pm-Midnight. Currently, 2 weeks out of 4 are 3pm-11pm or 4pm-Midnight shifts. 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)
  • You’re organized. You’re methodical in your approach, with a solution-oriented mindset and the ability to multitask. Your lead will help you develop and remove blockers if they can, but they won’t stand over your shoulder, trusting you with the autonomy to meet and exceed your performance metrics and also deliver a great customer experience
  • You’re cool under pressure. You take charge in challenging situations and you keep your composure if things get tense – a fast-paced, ever-changing environment is where you thrive
  • 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
  • You’re growth-oriented. You understand that an open feedback culture is there to help you grow. You crave information and love learning new things. You challenge ideas, not people. You see every challenge as a learning opportunity and you’re adaptable, learning new systems and processes quickly
  • You’re ideally someone who has worked in customer support before (preferably in banking or finance), but we’re willing to work with the right person, whatever your experience. We’re looking for genuine people who work hard and love helping others, so if that sounds like you, tell us why you’re a great fit!

    Also…
  • You’ve got at least a high school diploma or GED equivalent
  • You’re quick behind the keyboard, with a typing speed of at least 35 words-per-minute
  • Any additional languages are always welcome!
  • Must already be legally authorized to work in the US. We cannot provide visas for this role.
  • This is NOT a permanently remote position. This is a full-time position in Tampa, Florida

 

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.

Related Jobs

Senior Java Developer – Engineering Experience

TransferWise - London, GB

Product Manager – Direct Debits Team

TransferWise - Tallinn, EE

Customer Support Associate (Polish Speaker)

TransferWise - Budapest, HU

Senior BI Engineer

TransferWise - London, GB

Full Stack Developer

TransferWise - Singapore
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.