Head of Customer Care

Job title:

Head of Customer Care

Company:

TransferGo

Job description

TransferGo is a growing fintech scale-up on a mission to make the world a fairer place for migrants. We strive to provide tailored, more affordable financial services that make people’s hard-earned money go further.With a team of more than 400 employees across the UK/Europe, we now support 8 million customers, building a product that truly impacts lives and supports families.We’ve come this far by building a talented, diverse workforce on a fair culture and our strong values. Having this strong team of employees, we can serve those who really need our product to make their lives better.Our Customer Care team plays a vital role in delivering exceptional client support across 160 countries worldwide. We’re seeking a strategic and dynamic Head of Customer Care to lead this diverse, multilingual team, fostering a customer-first culture and driving operational excellence.In this role, you’ll shape the future of customer care, ensuring seamless experiences, aligning efforts with company goals, and championing impactful change in a fast-paced, international environment. Join us to redefine exceptional customer support!Here’s what you’ll be doing as a Head of Customer Care:

• Managing and scaling a multilingual and multicultural Customer Care team across Europe and beyond, ensuring required team staffing, budgeting, motivation, development, and performance;

Ensuring that Customer Care KPIs are met successfully and clients are satisfied; * Fostering a customer-centric culture: Ensuring that the Customer Care team lives up to the company values and priorities exceptional customer experience;

• Overseeing Customer Care Operational Efficiency: Ensure Customer Care operations are efficient and customer-centric, implementing improvements as needed;
• Consulting on Complex Cases: Provide expert consultation to Customer Care teams on complex cases, offering insights and guidance for effective resolution;
• Collaborating with the Competence and Quality Assurance Team: Work closely with the Competence and Quality Assurance Team to ensure alignment between changes in Customer Care, quality and team knowledge;
• Collaborating with the Automation Team: Work closely with the Customer Care Automation Team to ensure efficiency, process improvements and effectiveness;
• Managing Stakeholders: Act as a primary point of contact for various stakeholders, fostering collaboration and communication across teams and departments;
• Developing and enhancing policies: Contribute to the development and enhancement of the Customer Care policies and procedures;
• Continuous Improvement Initiatives: Identify opportunities for continuous improvement in Customer Care processes and procedures, driving initiatives to enhance overall effectiveness;
• Representing customer perspective with the executive management: Collect, analyze, and share customer insights with the executive management team, product team, and broader organization;
• Have a good understanding of company priorities and objectives, connect the team efforts and outputs with the wider business context, and prioritize against this.
• Building scalable processes in a constantly evolving organization: Lead change and process improvement.
• Taking additional responsibilities when needed, or delegated by the manager.

You’ll report to our VP, Customer Experience & Operations.Here’s what we’d love from our new Head of Customer Care:

• A track record of delivering customer-centric solutions and initiatives.
• Demonstrated success in managing and optimizing Customer Care operations within a scale-up environment, with the ability to navigate challenges associated with rapid growth.
• A track record of effective leadership in overseeing and coordinating multiple diverse teams, fostering collaboration, and ensuring streamlined operations.
• Strong language skills in English, Ukrainian (or Russian) enabling clear communication with team members and stakeholders.
• Proven ability to handle complex cases.
• Demonstrated success in hiring great people, motivating teams, recognizing and nurturing talent internally.
• Independent problem solver.
• Previous work experience in a Fintech or BPO environment will be considered an advantage.

Monthly salary range is €5,000 – €6,700 (gross) depending on the level of experience.What we believeAt TransferGo, we offer competitive rewards to all people. We know that recognition is about more than just money, and we’ve fostered a culture of kudos to shine a light on the great work throughout the business, and the people making it all happen. We hold regular in person events to connect with each other and help all our TransferNauts to grow with a generous training allowance. We believe that empowering people makes for a happier and more effective workforce. This means we enable anyone who wants to pursue initiatives that deliver real value for our migrant customers.What we offer:

• Be part of building a meaningful product in a growing fintech scale-up;
• We hire owners;
• A competitive rewards package;
• Generous holiday allowance (based on tenure);
• Competitive healthcare insurance / wellbeing package from day one (based on your location);
• An annual development budget of €1,000 to spend on your growth;
• We truly embrace flexibility and take a hybrid approach to our working style. Most of our team members come into their local office 2 days a week.
• If you are near one of our offices, we are a pet-friendly company and we enjoy regular opportunities to connect in person (we truly value in person connection on a regular basis and celebrate in style).

At TransferGo, we are committed to the equal treatment of all current and prospective employees. We will not tolerate discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, marriage, civil partnership or any other protected category. We are proud of our diverse and inclusive culture and we strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TransferGo. We look forward to meeting you!Please note that all data collected will be handled in accordance with our candidates privacy policy ( ) and will only be used for the purpose of evaluating your candidacy. The data will be securely stored and deleted according to retention timeframe set in the candidates privacy policy. If you have any questions or concerns regarding this, please feel free to reach out by replying or via dpo@transfergo.com

Expected salary

Location

Kraków, małopolskie

Job date

Sun, 08 Dec 2024 01:10:58 GMT

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