Operations Analyst – Customer Support

AnalyticsLondon

We’re looking for an Operations Analyst who is passionate about our mission of Money Without Borders to partner with our operational teams to help drive data-driven decisions that would support our fast-growing product through scaling and optimising the team.

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Office

London

Team

Analytics

Salary Range

£55k - £75k *based on experience and interview performance* + RSUs

Operations Analyst – Customer Support

We’re looking for an Operations Analyst who is passionate about our mission of Money Without Borders to partner with our operational teams to help drive data-driven decisions that would support our fast-growing product through scaling and optimising the team.

As an Operational Analyst, you’ll be driving our analytics efforts in our operations teams, who do everything from support our customers when they need help, to screening for criminal activity, to verifying customer identities at scale. 

Most importantly, you’ll collaborate closely with your operational leads, product managers, designers and engineers to bring your insights into real change for our customers and help drive our mission!

Your mission:

At Wise our mission is Money Without Borders – instant, convenient, transparent and eventually free. Whether our customers are sending money to another country, spending money abroad, or making and receiving international business payments, Wise is on a mission to make their lives easier and save them money. 

Here’s how you’ll be contributing:

  • You’ll support the operational leadership by providing information to assess the operational health state.
  • You’ll identify and monitor key operational metrics such as capacity and speed and enable you to analyse operational challenges related to backlogs and the SLA state.
  • You’ll identify key areas of capacity consumption and aim towards optimisation of processes.
  • You’ll implement, challenge and re-design where needed the operational control metrics’ thresholds such as optimal SLAs/KPIs.
  • You’ll work together with product analysts from control teams to provide  long-term forecasting and scheduling solutions for hiring needs.
  • You’ll work on providing in-depth analysis on operational metrics interconnections to our end users.
  • You’ll expose the vast data on our processes to the product teams across Wise in a meaningful and actionable way in which people can proactively access the information without friction or need for analyst assistance. 

A bit about you: 

  • You have a background working with operational team analytics including efficiency and capacity analysis.
  • You have experience with creating long-term and short-term forecasts.
  • You have advanced SQL skills 
  • You have experience working with Python/R.
  • You have experience with data visualisation tools (Looker, PowerBI, Tableau etc.) and demonstrate storytelling ability with data
  • You’re a self-starter who is comfortable working autonomously

Some extra skills that are great (but not essential): 

  • Prior experience in the Customer Support domain

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.

And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.

#LI-CH1

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You can find Wise London in the heart of Shoreditch. Afraid of the bad weather? Don’t worry, we’ve got a sauna.

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