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Customer Service Automation Team Lead

Kraków, Poland

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. 

Your team & impact

Join us on our journey as a Customer Service Automation Team Lead to play a pivotal role in shaping how money is sent worldwide. You will work in a team of bright-minded individuals looking after strategically elevating the customer experience by leading the implementation and optimization of intelligent automation solutions, thereby transforming support & operations workflows to maximize efficiency and business value.. If you want to significantly impact the fintech industry, drive technological advancements, and collaborate with a team of forward-thinkers, we would love to have you on board. 

 

Here’s what you’ll be doing as Customer Service Automation Team Lead:

  • Toolkit management and troubleshooting
  • Automation and AI implementation
  • CS data management
  • Leading, coaching, training, and motivating the Customer Service Automation team;
  • Overseeing day-to-day operations: managing the team's day-to-day performance, KPIs achievement, task distribution;
  • Ensuring that the team’s objectives are successfully achieved with a high level of quality, delivering the best work and solutions, meeting or exceeding all KPIs;
  • Setting clear expectations and facilitating understanding of the link between individual contributions and company performance;
  • Ensuring a good atmosphere in the team and regular team activities;
  • Collaborating with peers on processes and customer experience improvement, or company goal delivery;
  • Creating and owning the team’s processes, preparing and managing documentation so that it is up-to-date;
  • Managing Customer Service toolkit, channels, maintaining Zendesk analytics, and ensuring customer service teams are served with the required and accurate data inputs in a timely manner;
  • Streamlining and optimizing processes by analyzing existing workflows, identifying bottlenecks, and implementing solutions that reduce manual efforts, minimize errors, enhance overall productivity, and improve customer experience

 

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

We don’t expect you to meet every single requirement listed. What matters most is your motivation, mindset, and ability to learn. If you’re excited about this role and think you could be a great fit, we’d really like to hear from you.

  • The successful candidate must possess a powerful blend of strategic AI fluency and operational leadership. 
  • Demonstrated success in implementing automation and AI-driven solutions in Customer Service or other business areas.
  • Proven people management and coaching skills to lead the Automation team, and deep mastery of the Zendesk platform to architect and manage crucial cross-operational workflows (including for FinOps and Compliance).
  • Strong analytical skills and ability to make data-driven decisions. 
  • Perfect English skills for communication. 
  • Passion for exceptional customer experience, innovation, and AI.

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:

  • Competitive Salary: Starting from PLN12600-PLN17070 (gross) per month, depending on experience. Salary is just one part of the conversation – if you’re excited about the role but the range feels slightly off, don’t hesitate to apply. We’re open to discussing based on your experience and potential.
  • Comprehensive Benefits: Including a generous holiday allowance, competitive healthcare insurance, and a wellbeing package from day one.
  • Annual Development Budget: €1,000 to invest in your personal and professional growth.
  • Hybrid Working Environment: Flexibility to work from home and in the office, with most team members in the office two days a week.
  • Pet-Friendly Office: If you’re near one of our offices, bring your furry friend along!
  • Inclusive Culture: Regular in-person events, fostering a strong sense of community and collaboration.

Empowerment and Ownership: We believe in empowering our people to take initiative and drive meaningful change.

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 

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