Q&A with Getriin, Customer Support Specialist

Customer SupportTallinn

My tip for newbies would be to keep close to the oldies in your team – there’s so much you can learn from them. Build your network within the company and don’t be afraid of contacting anyone you need to. There’s no hierarchy here, and you can talk with anyone, whatever their job title.

Why did you join TransferWise?

My friend recommended TransferWise to me. We used to work together in a previous job, and she said I’d love it here. Applying intimidated me as I had just graduated from high school, and English was not my first language. But I made it, and now I’ve been here for almost 4 years!

In a nutshell, what do you do at TransferWise?

I help our business customers – this involves anything from phone and email contact, responding to them and dealing with physical letters. I’m also an Enhanced Due Diligence (EDD) champion. This means that I work together with the EDD team – training their agents (for example email writing training), doing side-by-sides and other tasks. On top of that, I help train our Customer Support newbies.

What’s the biggest challenge working here?

Working together with other teams can be challenging from the Customer Support side. That’s why we have champions – a link between Customer Support and another team. Champions keep the support team knowledgeable and up-to-date about the product, and the Product team aligned with customers’ views.

What’s the most interesting project you’ve worked on?

Moving to London for 3 months as a trial project to have Customer Support based there. The purpose was to go to London and build a bridge between Customer Support and the London team, as there’s no in-house support team in that office. We wanted to improve communication with the London Product teams, show them what our customers think about our features and get them involved. This is important so that we can show our customer impact and how they really react to our features and product updates.

My biggest learning was that you can’t be afraid of someone because of their title. Even though reaching out to more senior people can be intimidating, there’s really no hierarchy here. Working alongside people from all teams in London built my confidence a lot. It made me realise you can do so much at TransferWise if you’re willing to take the challenge.

Most interesting place you’ve used your TransferWise debit Mastercard?

Brazil.

What’s your team’s fun tradition?

We’ve done lots of fun team events like wakeboarding, bowling and going to the trampoline park.

What does working with freedom and autonomy mean to you?

The freedom I have in our Customer Support team is what keeps me here. I don’t have a script I need to follow. I’m trusted and responsible for managing what I do. In my role, I need my schedule to be very flexible because of sports. Of course, I still have a big responsibility to do my role, and help our customers. I’m just trusted to make it work for myself.

Tell us about something extraordinary you’ve done either in or outside of work?

I volunteered at the UEFA Super Club finals when Real Madrid was playing in Tallinn. It was amazing, I got free tickets in the best seats!

What’s your side hustle?

I’m the goalkeeper for Estonia’s Women’s National Football Team and I also play in FC Flora Team. It’s been a busy year as we got through to the European qualification games. My whole time at TransferWise I’ve been playing in the teams. That’s why it’s important to me for my schedule to be flexible, as sometimes I need to make changes to make it to practice. TransferWise has also allowed me to work remotely from Spain when I was playing there for one season.

What’s the craziest thing you’ve done at TransferWise?

Applying for the London project. Three months away from home was a long time. Usually, I wouldn’t sacrifice anything for football. But at that time I felt I owed it to myself to grow professionally and take a chance on something else too. It was luckily, off-season, and my coach was very supportive. In London, I practiced with lots of people from the office and played on weekends.