Customer Service Automation Manager

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. 

Customer Service is vital to how we support our clients, and to enhance that support, we’re looking for a Customer Service Automation Manager in Vilnius. This role will streamline processes, boost efficiency, and improve customer experiences using automation, AI, and self-service solutions. 

Here’s what you’ll be doing as a Customer Service Automation Manager:

• Leading and coaching a team of Customer Service automation specialists to achieve individual and team goals by setting clear expectations, motivating, providing timely feedback.
• Managing day-to-day performance of the team to deliver the best work and solutions, meeting or exceeding all KPIs within the budget.
• Unlocking operational efficiency by streamlining and optimzing processes by analysing existing workflows, identifying bottlenecks and implementing solutions that reduce manual efforts, minimize errors, enhance overall productivity and improve customer experience. 
• Unlocking self-service capabilities with the help of bots, AI and other solutions. 
• Managing Customer Service channels effectively.
• Maintaining Zendesk analytics, ensuring Customer Service teams are served with the required data inputs in a timely manner. 
• Utilising data and research information to evaluate new potential solutions available on the market and proposing new ways to improve. 
• Utilizing data and analytics to identify trends, measure performance, and drive strategic decisions.
• Creating and owning team’s processes, preparing and managing documentation so that it stays up to date. 
• Proactively collaborating with other functions to help facilitate business growth, develop innovations to drive efficiency. 
• Identifying opportunities for continuous improvement in the team, department, and cross-company processes and procedures, driving initiatives to enhance overall effectiveness;
• Showing a good understanding of company priorities and objectives, connect the team efforts and outputs with the wider business context, and prioritize against this.

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

Here’s what we’d love from our new Customer Service Automation Manager:

• Excellent leadership and people management skills, with a proved track record of unlocking operational efficiency by streamlining and optimising processes and building automations. 
• Demonstrated success in implementing automations and AI-driven solutions in Customer Service. 
• Previous experience and mastery of Zendesk. A proven track record of working with Zendesk automations, Zendesk Messaging and Zendesk bots, Zendesk Advanced AI etc.
• Strong analytical skills with an ability to interpret vast data and turn it into actionable strategies.
• Previous experience of delivering results in a fast-paced, tech-driven environment. 
• Exceptional communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.
• Innovation-driven mindset with a track record of delivering user-centric solutions.
• Perfect English skills for communication 
• Passion for exceptional customer experience and innovation.

The monthly salary starts from 3000 € (gross) and up depending on the level of experience.

What we believe

At 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;
• A competitive rewards package;
• Generous holiday allowance (based on tenure);
• Competitive healthcare insurance / wellbeing package from day one (based on your location);
• 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!