We’re making a positive, irreversible change in the world of finance. Together.

Copywriter - Help Experience – London

At TransferWise, we have a clear mission — money without borders. We help more than 5 million people get a better deal when they send, spend, and receive money abroad. Our global support team helps them whenever they get stuck.

We don't do complicated, automated systems. We pride ourselves on talking with our customers in a friendly, helpful way. And now we're looking for a talented copywriter to help our customer support team write at scale.

What you’ll be doing

You’ll be embedded in the Support Tribe, helping make sure all the communication we send to our customers who need help is clear and useful. You’ll get to the heart of our customers’ problems, and help us communicate in a way that’s scalable as we grow. You’ll be guided by a Copy lead, and work with product managers, analysts and everyone else needed to get it done.

Whilst you’ll be focusing on support at TransferWise, you’ll be a part of the larger Design team at TransferWise, too. So you’ll work daily with our team of copywriters, designers, and UX researchers. The Copy team will be your home — you’ll collaborate and share with other writers, and attend our weekly crits.

You will

  • Work closely with our Customer Support leadership team to understand the problems our customers face in different regions, times of the year, and parts of our product.
  • Build a system for how our Customer Support agents communicate with customers as the business grows.
  • Train and coach our Customer Support agents on how to write clear, straightforward and jargon-free responses to our customers. 
  • Travel frequently to the offices where we handle Customer Support. They’re based in Tallinn, Budapest, Singapore, and Tampa. 

You might be a fit for this role if

  • You’re a great writer with experience crafting customer-centric, empathetic, clear, useful, and jargon-free copy. And if you’ve got experience with instructional, customer-facing writing like FAQs or call scripts, that’s even better.
  • You’ve got experience building and running writing workshops.
  • You know how to work across different functions within a business, as well as across multiple offices and cultures.
  • You know how to build the case for great words within a business, and how critical they are for customers. 
  • You can give and receive feedback constructively, you know how to coach others, and you’re always keen to learn.

P.S. Qualifications aren’t that important to us. If you’ve got the right skills and experience, we’d like to hear from you. And because we believe that diverse teams make better things, we’d also love to hear from you if you’re from an under-represented demographic. 

So, if you’re keen to learn, grow, try new things, and aren’t afraid of a bold plan, you’ll fit right in.

 

What it’s like to work in design at TransferWise here:

https://medium.com/transferwise-ideas/designing-at-transferwise-a-case-study-e788af460dbc 

See what the design team has been up to here

https://www.transferwise.design


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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.