Social Media Customer Support Associate

We're looking for an English speaking Social Media Customer Support Associate to join our team in Singapore. This role is a unique opportunity to join a team of people who are passionate about customer support, that love to help customers, and who want to work in a disruptive, fast-growing, and fun environment to help millions more potential customers save money by using TransferWise!

Your Mission:

• Create a wonderful customer experience for our English speaking customers online across all of our social media platforms (including Twitter, Facebook, and YouTube), and occasionally phone and email - and understand that making a customer happy is crucially important to our success
• Be creative, friendly, and solution-oriented with both customers and colleagues
• Constantly stay up-to-date on social media processes and applications and look for new ways to use them to help our customers & team
• Understand the need to meet expectations, rise above them, and go that extra mile for customers

What you'll be doing:

• Answer customers' questions and comments via social media, email and phone in accordance with Wise's service goals
• Liaise with internal stakeholders to discuss political or any sensitive/difficult cases before replying publicly in social media.
• Keep a record of customer interactions according to company standards.
• Review operational processes and suggest improvements.
• Communicate closely with colleagues locally and globally to discuss case issues and best practices.
• Embody Wise's values and promote them externally
• Be Accountable for your own development, performance and efficiency.

This role will give you the opportunity to:

• Make an Impact - You'll fuel this revolution as the first point of contact for our customers on social media, but you'll also have the freedom and support to improve processes and take on additional projects as you grow into the role. We're all about intellectual curiosity, growth, and a solution-oriented mindset, because after all, this isn't just a job to us!
• Be Yourself - We're looking for team members who have friendly personalities that are fun to work with! We don't believe in scripts or dress codes, and if you're having a "ruff" day, no worries, there's probably a dog or two in the office to cuddle. We're not interested in drama, only good Karma!
• Work Globally - Our customers are all over the world and our team members are just as diverse. We're 4000+ Wisers strong, with 90+ nationalities working in offices from Tampa to Tokyo, and several places in-between. Our customers come first and we make no compromises on this, but our teams are right on their heels, so we leave ego at the door!
• Inspire Teams - With your ideas, knowledge, self-starting attitude, and customer insight, you'll directly drive innovation and help us make money borderless! Whether you're starting a side project from scratch or working with a product team to offer expert customer insight on a feature - whatever the mission, we get it done!

A Bit About You:

• You are a Singaporean Citizen or PR in Singapore (please note we cannot support visas for this role)
• You have exceptional verbal & written English skills
• You're flexible and adaptable to changes. Open to working days, evenings, and occasional weekend shifts. While your scheduling preferences are taken into consideration, the requirements can change based on our customers needs, so we can't guarantee you your preferred shift and shifts can change over time
• You're organized . You're methodical in your approach, with a solution-oriented mindset and the ability to multitask. Your lead will help you develop and remove blockers if they can, but they won't stand over your shoulder, trusting you with the autonomy to meet and exceed your performance metrics and also deliver a great customer experience
• You're cool under pressure . You take charge in challenging situations and you keep your composure if things get tense - a fast-paced, ever-changing environment is where you thrive
• You're a team-player . You're straight up and honest. You're able to own up to your mistakes and you follow through when you say you will. Most importantly - you understand that having a great working culture is everyone's responsibility, so you treat everyone with respect, you always give a helping hand, and you let our values guide you
• You're growth-oriented . You understand that an open feedback culture is there to help you grow. You crave information and love learning new things. You challenge ideas, not people. You see every challenge as a learning opportunity and you're adaptable, learning new systems and processes quickly
• You're quick behind the keyboard, with a typing speed of at least 30 words-per-minute
• You hustle. And hard.
• You'll ideally have worked in customer support/service before, but don't worry if you haven't. We're willing to work with the right person as long as they're passionate and always striving to give a great customer experience.
• Nice to have: You're fluent in other languages.

PS! If you're interested in the position, please apply by submitting your CV in English, and answer the application questions.

Here's a few articles for you to read to learn more about our culture and product

"We hire smart people and we trust them"

What we do

How we work

TransferWise Customer Support Team

We're people without borders - without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you're passionate about learning new things and keen to join our mission, you'll fit right in.

Also, qualifications aren't that important to us. If you've got great experience, and you're great at articulating your thinking, we'd like to hear from you.

And because we believe that diverse teams build better products, we'd especially love to hear from you if you're from an under-represented demographic.