What are we doing?

Personalised customer support is at the heart of TransferWise, but our systems make these experiences possible. As we scale, we need to make sure that our tools and processes are scaling with us. As customer support trends and customer preferences are shifting, we are looking into optimizing our channel strategy and solutions.

We work to enhance customer support by maintaining and constantly improving the tools our agents use to help our customers. We build workflows and automation to make sure the customer facing teams can spend their time on value added interactions. It means we are there to support them and consult on solving their use cases on our tools including email, chat and phone.

You’ll be working with the Customer Support Products team to maintain and improve the systems our agents use on a daily basis for scheduling and managing customer interactions. As a system admin you will be responsible for optimising the configuration of our systems while at the same time addressing the needs of its users. You’ll liase with operational teams on improvement requests and act as a point of contact and consultant for system related issues.

Responsibilities

• Manage ad-hoc and scheduled maintenance activities with our customer support systems
• Address bug reports and change requirements related to our configuration
• Regularly collect feedback and liaise with our customer support leads and operational agents on tackling day-to-day issues and long term development requests
• Prioritise, execute and measure the impact of system related configuration and process changes 
• Document our system configurations for both technical and non-technical stakeholders
• Work with our 3rd party system providers on new feature implementations and fixes
• Review our configuration on a regular basis and implement necessary changes for optimal usage
• Work with our operational teams to understand and address their pain-points with the system
• Support project managers with systems related initiatives

About you

• You have experience with system configurations or have a relevant background
• You have a technical aptitude and don’t shy away from engaging in discussions with technical stakeholders
• You have a keen eye for detail and troubleshooting, problem solving and accuracy should be core to you
• You can handle and easily comprehend complex logic flows, communicate and adjust those with ease
• You are familiar with systems, network, and application security best practices

Nice to have

• SQL skills
• Education or experience in computer science or similar

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.

If you’d like to understand our culture and product better, here’s a few articles for you to read: Autonomous teams, Product = people, What’s next for TransferWise, Building conviction, Anatomy of the founder interview.

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