Head of Customer Care

You will play a critical role in shaping the way we support our clients and, to make sure we’re doing that in the best way possible. We are currently seeking a talented replacement for the position of Head of Customer Care during maternity leave.

• 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 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.
  
• 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.
  
• Building scalable processes in a constantly evolving organization: Lead change and process improvement.
  

You’ll report to our VP, Customer Experience & Operations.

At TransferGo, we offer competitive rewards to all our people including company equity. 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.

• Be part of building a meaningful product in a growing fintech scale-up;
  
• We hire owners - all our employees are eligible to receive equity;
  
• A competitive rewards package;
  
• Generous holiday allowance (based on tenure);
  
• Competitive healthcare insurance / wellbeing package (based on your location);
  
• An annual training budget of €1,000 to spend on your growth;
  
• We truly embrace flexibility and our people work from a variety of places (office, hybrid and remote, you can find it all here);
  
• 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!

3600-4500 €/mon. gross