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Product Specialist - Customer Support Products – Budapest

We’re looking for a Product Specialist - Customer Support Products to join our growing team in Budapest. This role is a unique opportunity to scale our Customer Support team through implementing new support software, improving our internal processes and scaling our contact channel strategy.

Your mission:

  • Implement intelligent routing rules, system configurations and metadata collection across email, chat and phone software to scale our Customer Support operations.
  • Conduct trainings for new tools and ongoing trainings for existing tools across our global operations teams.
  • Work closely with stakeholders across the CS and Product organisations to identify opportunities for efficiency improvements through better workflows and processes.
  • Report to CS Product Manager and Head of CS on implementation progress.
  • Analyse and report on the impact of routing and process changes.
  • Coordinate thorough UAT testing for new tools or processes to ensure contacts are created, tagged and routed according to spec.
  • Act as the point of contact for third-party providers and our Customer Support team for questions related to our support tools
  • Collect, manage and prioritise bug reports and other issues with our support tools.

This role will give you the opportunity to:

  • Choose your own path to success - you’ll have the freedom to define the vision and the responsibility for making it happen.
  • Be flexible in how and where you work, we understand everyone needs a little something different so we’ll do our best to make it happen.

About bit about you:

  • You communicate efficiently, have no trouble engaging and addressing stakeholders from customer support agents to developers.
  • You are passionate about process improvements and able to identify efficiency gaps.
  • You have a keen attention to detail since any configuration will impact hundreds of support agents and thousands of customers every day.
  • Troubleshooting and problem solving is core to you, you don't stop until you get to the root of the problem.
  • You have an aptitude to technical configuration and understand basic technical concepts so you can work with our developers and vendors.
  • You have an analytical mindset. You are well versed in SQL or excel and you don't shy away from crunching some data.
  • You are keen to learn and develop your skills to skill up on any necessary technical skills.

Some extra skills that would be awesome:

  • Background in Customer Support
  • Experience working with CRM software or IT background
  • Experience working with data

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.#LI-EL1

Some important stuff we would like you to know

To meet our regulatory obligations as a licensed financial services company, TransferWise needs to take background checks on all new hires, which may include Criminal and Credit checks. Please discuss with the Recruiter if you have any concerns regarding this process.

At TransferWise we believe in fostering a diverse and inclusive workplace. Therefore, we want to make sure that our recruitment process is accessible to everyone. So if you need any reasonable adjustments – at any point in the process – we’ll do our best to help. Just let us know what you need on your application form or reply with your request to the email we send you after you have applied. You might need a reasonable adjustment if you’ve got a disability. Or maybe you live overseas, and you’d prefer to meet us over Skype.

Please don’t send anything to the adjustments address if you’re a recruiter, or if you’re making a speculative application. We do work with recruiters from time to time – but only through LinkedIn. And we only accept job applications when a position is actually open. So you’re better off just checking the recruitment pages regularly.