Customer Support Automation Specialist

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. Now in our 13th year, with close to 400 employees in offices across Europe and the UK, we’re crafting a brilliant, relevant product that makes a difference in people's lives and the well-being of their 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. 

Are you passionate about driving customer success through innovation and automation? We’re looking for a Customer Support Automation Specialist to help us revolutionize our customer service experience at TransferGo.

As a Customer Support Automation Specialist, you will leverage your foundational experience to not only enhance agent efficiency but also to pioneer innovative workflows using our support tools (like Zendesk, Ultimate, Talkdesk). You will play a key role in defining new standards for tool utilization and translating stakeholder requirements into tangible improvements in our automation processes.As a Customer Support Automation Specialist, you will leverage your foundational experience to enhance agent efficiency and pioneer innovative workflows using our support tools (like Zendesk, Ultimate, Talkdesk). You will play a key role in defining new standards for tool utilization, translating stakeholder requirements into tangible improvements in our automation processes, and have the opportunity to work with the newest AI solutions and contribute to the development of new products or ways of working.

Here’s what you’ll be doing as a Customer Support Automation Specialist:

• Develop and Optimize Chatbot Interactions: Build, maintain, and optimize chatbot dialogues, ensuring accuracy, efficiency, and a positive customer experience. You will proactively identify areas for improvement and implement solutions.
• Maintain and improve customer support toolkit (for example, Zendesk, Ultimate, Talkdesk, Notion) to ensure effective functioning and regular updates, including creation and updating of the relevant documentation;
• Act as a key point of contact for resolving more complex toolkit issues, collaborating effectively with vendors, team leads, and agents to find timely solutions. You will contribute to fostering strong vendor relationships.
• Contribute to Automation Projects: Actively participate in business case development and project execution.
• Collaborate with cross-functional teams to ensure customer support contributes effectively to TransferGo’s growth;
• Apply AI, machine learning, and automation to optimise TransferGo customer support processes;
• Maintain and improve reporting capabilities within Zendesk and Talkdesk, proactively responding to requests from the CS Leadership team and providing insightful data.
• Proactively identify more complex pain points and bottlenecks within customer support processes and contribute to the development and implementation of effective solutions.
• Leverage Webhooks and APIs (Advantageous): Utilize your knowledge of webhooks and API endpoints to enhance the integration and functionality of our support tools, creating more sophisticated automation workflows.
• Mentor Junior Team Members: Provide guidance and support to Junior Customer Support Automation Specialists, sharing your knowledge and experience.
• Take Ownership and Initiative: Proactively identify areas for improvement and take ownership of tasks and projects, driving them to successful completion with minimal supervision.

You’ll report to our CS Automation Team Lead.

Here’s what we’d love from our new Customer Support Automation Specialist:

• A proactive problem-solver with a proven ability to analyze challenges and implement effective solutions.
• 2–4 years of experience in customer support, customer service automation, with demonstrable experience working with chatbot platforms (ideally Ultimate.ai).
• A strong interest in technology, automation, and innovation, with a drive to continuously improve processes.
• A customer-centric mindset with a commitment to delivering exceptional customer experiences.
• Excellent written and verbal communication skills in English, with strong collaboration abilities.
• A strong team player who can build effective working relationships across departments.
• Ideally, you hold a degree in Computer Science, Information Technology, Business, or Analytics (but this is not a must).
• Familiarity with webhook and API endpoint functionality is considered a significant advantage.

Salary range is from 1800 up to 2900 EUR gross per month, depending on your seniority and relevant experience.

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 (https://www.transfergo.com/privacy-policy/overview) 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