Q&A with Talathia, Customer Support Associate
Being a Customer Support expert focusing on our US debit card, it’s been a really cool experience working with our Engineers and Product Managers. They’ve shown me the back system of the card and how it works behind the scenes. I’m sort of the middle person between the Product team and Customer Support. I educate Customer Support teams about how the card works and what issues customers might have with it while bringing in feedback from customers to the Product team.
As I studied teaching, I’m also really passionate about my side project mentoring and training newbies. I love seeing others learn and grow and prepping newbies for the ride they’re going to have here!
Why did you join TransferWise?
I knew someone who I’d worked with before that had joined TransferWise. Hearing about what it’s like to work here got me interested. I liked the idea of autonomous teams and having the opportunity to share your ideas and be more creative in the job. It was important for me to come to a place where I could make a difference.
In a nutshell, what do you do at TransferWise?
I do my best to help our customers in any way I can. In Customer Support, while we communicate with our customers, answering their calls and emails, we’re also the voice of our customers to our Product teams. For instance, I help our US Plastic Team, who focus on building and improving our US debit card, by giving customer feedback about bugs and issues with the card. I also mentor and train our newbies that join the Customer Support team.
What’s the biggest challenge working here?
When I started, I didn’t know anything about moving money and the FinTech industry in general. The first couple of weeks of training were intense – it was definitely an information overload. But it was a huge learning experience, understanding the product inside out and how we’re helping our customers to solve a big problem. The training was good and prepared me well for how to speak to our customers.
Most interesting place you’ve used your TransferWise card?
Mexico. It was cool to see it working in the ATMs and little shops in small villages.
What’s your team’s fun tradition?
We do bonding activities. Lately, we’ve done go-karting, visited an arcade and tried new restaurants together.
What does working with freedom and autonomy mean to you?
It means that you get responsibility and the freedom to choose how you want to do your job. Nobody’s breathing down your neck here or telling what you should do every day. You have space to have the creativity to do things your way. But it’s also lots of responsibility for you to ensure you’re focusing on things that’ll bring in the most impact.
What’s the most unusual job you’ve ever done?
I used to clean houses. Cleaning wealthy people’s homes in the suburbs, I saw the most random things. One family had that classic hidden room behind a bookcase. When they pushed a button and showed me the place where I’d be cleaning, I thought I’ve seen everything now.
Tell us about something extraordinary you’ve done?
I’m writing a book about four female assassins. When I was little, I didn’t like that movies rarely featured women, so I came up with an idea of a story with some kick-ass women. It’s not finished, but I think it’s going to be awesome.
What’s the craziest thing you’ve done at TransferWise?
I applied to be a team lead. Although I didn’t get the position, the experience was really good for me. I wanted to push myself, but I was super nervous about it. I’m glad I tried, and I think I’m going to try again in the future when I’m ready for it.
Stories from the Customer Support team
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