About the company Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . The role Ready to change the game for millions of customers worldwide? Wise is a global technology company, building the best way to move money around the world. With the Wise account, people and businesses can hold 40+ currencies, move money between countries, and spend money both locally and abroad. To ensure our support experience runs as seamlessly as our technology, we are seeking a Continuous Improvement Manager for Customer Journey to join our team in Tallinn. In this role, you’ll impact our mission by: Spotting process gaps: Dig deep into customer support data and audit interaction quality to find trends, issue root causes, and areas where documentation or communication gaps force customers into our support queues. Driving journey changes: Apply structured problem-solving methodologies to design workflows and roll out changes that remove operational blockers, eliminate repeat contacts, and resolve issues in the first contact when possible. Collaborating globally: Partner with cross-functional teams including CS Operations, Product, Quality, and other Servicing teams to gather insights, share feedback, and make our global processes stronger. Tracking and measuring success: Collaborate with data teams to build reports, dashboards, and presentations that keep our teams aligned, informed, and ready to measure post-implementation results. Empowering frontline teams: Support the design of training, quick-replies, and resources that help customer support agents smoothly adopt new tools, workflows, and outbound communication flows. Managing change impact: Lead medium-complexity project implementations and run change impact assessments to ensure new initiatives land smoothly and make a lasting difference. Harnessing AI solutions: Identify and drive opportunities to leverage LLMs and Generative AI, optimizing the self-serve customer journey and streamlining operational workflows. Qualifications Here is what we are looking for: Must-Haves: 3+ years of experience in operational analysis, process improvement, business operations, project management, or a related analytical field. Analytical capability: Proven experience using data-visualization tools (such as Looker, Tableau, or Power BI) to run analyses and inform decisions. Excel alone won't cut it here. Problem-solving toolset: Strong experience applying structured frameworks (Lean Six Sigma, DMAIC, Design Thinking, or A3) to dissect and re-build complex workflows. Leading through influence: A track record of driving cross-functional projects within complex organizations and influencing how other teams operate, managing stakeholder alignment and pushback with ease. Communication: Exceptional verbal and written English skills, with the ability to translate complex data into a simple, compelling story. Nice-to-Haves: Experience working in high-volume operations like Customer Support, KYC, or FinCrime. Familiarity with FinTechs or other highly regulated environments. Practical experience with Zendesk, Twilio, or other support platforms. Additional information Hiring Process: Application review (CV) Screening call with a member of the Talent Acquisition team First interview with the team Case study (take-home test) Final interview with Hiring Managers Salary range for this role: 3750 - 4950 EUR gross monthly What’s in it for you: 🚀 RSU package in a rapidly growing company 💻 Flexible, hybrid working model 💪 An annual self-development budget ☀️ Paid time off: 28 days vacation + 3 “Me” days + 1 volunteer day, annually 🏝️ A paid 6-week sabbatical leave after four years with us 💉 Wellbeing allowance with options such as health insurance and Stebby credits for you to choose from Real impact: You will directly improve how millions of global customers experience support. Growth: We’re scaling fast. You’ll have endless opportunities to develop your skills in program design, data analytics, and operational strategy. Ownership-driven culture: We operate on high trust, offering you the autonomy to make decisions and the support to execute them. Relocation support: Visa and relocation support are available for this role, if required. For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

Customer Success Specialist

MAST Europe OÜ

London, England, United Kingdom; UK (Remote)· УдалённоПолная3 нед. назад

<div class="content-intro"><p class="p1"><strong>Mast is on a mission to make complex lending simple. </strong>The UK's specialist lending market is underserved by technology, with legacy systems that can't handle the nuance of complex income, niche products, or the broker workflows that specialist lenders rely on.</p> <p class="p1">We're building modern, cloud-native lending technology, purpose-built for specialist lenders, that helps them process more applications in less time, reach decisions faster, and deliver better experiences for brokers and borrowers.</p> <p class="p1">We're pioneering the use of AI in mortgage origination, building it into the platform from the ground up rather than bolting it onto legacy architecture.. We work with regulated lenders across the UK, have a 100% delivery track record, and are building a high-performance team where everyone has real ownership and direct impact.</p></div><h2>About the role</h2> <p>This is not a traditional support role. You don't need previous customer support experience to apply.</p> <p>This role is ideal for a recent graduate or someone early in their career who wants to get into tech, learn quickly, and build a broad understanding of how a software company operates.</p> <p>You'll help lenders, brokers, and internal teams get the best out of Mast. You'll answer questions, investigate issues, improve support processes, create documentation, spot recurring product friction, and turn customer conversations into ideas that shape the platform.</p> <p>You'll report to the Head of Product and work closely with Product, Engineering, Client Success, and Implementation. Over time, this role has the potential to grow into leading Mast's customer support function as the company scales.</p> <h2>What you'll do</h2> <p><strong>Support customers and users</strong></p> <p>Triage, investigate, and manage support requests from start to finish, escalating to Product or Engineering where needed while keeping people informed. You'll build deep knowledge of Mast's platform, including mortgage journeys, forms, policy prompts, automations, integrations, product configuration, and broker/lender workflows.</p> <p><strong>Build the support operating system</strong></p> <p>Design how support works at Mast: ticketing workflows, escalation routes, response templates, internal runbooks, help centre content, and reporting dashboards. Find repetitive questions and manual processes, then automate them through better tooling, documentation, AI-assisted workflows, or process changes.</p> <p><strong>Turn support into product insight</strong></p> <p>Because this role reports into Product, you'll do more than answer questions. You'll identify patterns in customer feedback, recurring pain points, confusing workflows, and missing features, then translate those into product ideas, bug reports, and roadmap input.</p> <p><strong>Create self-service documentation</strong></p> <p>Write clear, practical help articles, FAQs, release notes, troubleshooting guides, onboarding material, and internal playbooks. Keep everything up to date as the platform evolves.</p> <p><strong>Use AI to work smarter</strong></p> <p>Use AI tools to draft documentation, summarise issues, identify patterns, write clearer responses, and speed up repetitive work. You don't need to know everything already, but you should be curious, experimental, and willing to learn.</p> <h2>What we're looking for</h2> <ul> <li>Early in your career, a recent graduate, or looking for your first role in tech</li> <li>Can work independently, spot what needs doing, and make progress without detailed instructions</li> <li>Excellent written communication; can explain things clearly and calmly</li> <li>Organised and detail-oriented, especially when managing multiple issues or follow-ups</li> <li>Comfortable using AI tools and keen to keep learning as the technology evolves</li> <li>Naturally inclined to ask, "How can this be easier next time?"</li> <li>Comfortable working remotely and taking ownership of your time</li> <li>Interested in software, fintech, lending, or complex workflows</li> </ul> <h2>What you don't need</h2> <ul> <li>Previous experience in customer support</li> <li>Previous experience in mortgages or financial services</li> <li>Technical skills or the ability to code</li> </ul> <p>You do need to be smart, curious, organised, and excited to learn fast.</p> <h2>Nice to have</h2> <ul> <li>Familiarity with tools like Notion, Slack, Linear, Jira, Zendesk, Intercom, HubSpot, Loom, Metabase, or AI tools like ChatGPT and Claude</li> <li>Experience from university projects, internships, part-time work, customer-facing roles, or startup environments</li> <li>Interest in product management, customer success, operations, automation, or fintech</li> <li>Experience writing clear documentation, guides, or process notes</li> </ul> <h2>What success looks like</h2> <p><strong>First 3 months:</strong> Strong understanding of Mast's platform and customer workflows. Ownership of incoming support requests. Clearer processes for tracking and resolving issues.</p> <p><strong>6 to 12 months:</strong> Reduced repeat questions through better documentation and automation. A reliable feedback loop into Product. Clear visibility into where customers struggle and where the product can improve.</p> <p><strong>Longer term:</strong> You help define what excellent customer support looks like at Mast, and may grow into leading the support function.</p> <h2><strong>Salary &amp; Location</strong></h2> <p>Location: London or UK Remote</p> <p>Salary: £30,000 to £35,000 + Stock Options</p> <p>Target Start date : 15th of June 2026</p><div class="content-conclusion"><article class="detail-content-block detail-content-block-conditions"> <div class="detail-block-description"><strong>Benefits</strong><br> <ul> <li>Stock Option Plan</li> <li>25 days holiday + bank holidays</li> <li data-stringify-indent="0" data-stringify-border="0">4 - 10 weeks work from anywhere, based on tenure (for UK based roles)</li> <li data-stringify-indent="0" data-stringify-border="0">Vitality Health insurance</li> <li>Pension plan</li> <li>Equipment budget</li> <li>Learning &amp; development budget</li> <li>Cycle to Work Scheme</li> <li>Monthly team socials + Quarterly Team Meet-ups @ HQ</li> <li>Digital-first, employee-first company with a flexible working culture + Central London HQ</li> </ul> Mast. is an equal opportunity employer and we celebrate diversity and are committed to creating an inclusive environment for all employees.</div> </article> <div class="text-center action-btn-wrapper apply-wrapper">&nbsp;</div> <article class="detail-content-block detail-content-block-about-us"> <h5 class="detail-block-title">ABOUT US</h5> <div class="detail-block-description"> <p class="p1">Mast is a high-performance team of engineers and lending experts building the future of specialist lending technology. We value radical honesty, transparency, and speed. We hire exceptional people, expect a lot from each other, and offer real ownership, fast growth, and the chance to shape an industry.</p> </div> </article></div>