Senior Product Analyst - Customer Support

Company Description

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 life 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.

Job Description

 Senior Product Analyst - Customer Support 

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

As a Senior Product Analyst, you'll be driving our analytics efforts in our Customer support squad, who do everything from supporting our customers when they need help, identifying customer contact reasons, to streamlining our support experience.. 

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

About the Squad:

The support squad’s mission - To deliver a customer support experience that minimises effort and scales globally. We believe this will help Wise get to mission zero.
Your mission: 
Maximise the impact of your team by helping them make the best decisions for our customers, using data analysis.

You’ll own the challenge of:

• Supporting the product leadership by providing critical information to assess the health state of the customer support function

• Own all customer support numbers,, unit economics and scalability pipelines, reporting and analysis supporting initiatives that will drive down our unit cost.

• Size, track performance and optimisation opportunities of key strategic initiatives.

• Lead on implementing the KPI tree and product teams target setting framework in pipelines and reporting.

• Working on providing in-depth analysis on product metrics while understanding corresponding impact on our customers.

This role will give you the opportunity to: 

• Be part of a positive change in the world. We’re fixing a broken, greedy system, and putting people and businesses in control of their money

• Create value from extensive datasets. We have millions of customers, a global set of payment infrastructure and a complex product that customers can use in different ways. There is a tonne of value left to unlock from this data!

• Influence the team’s direction. Analysts at Wise enable data-driven decision making and have a large impact by helping their teams to decide what to work on.

• Learn from a global network of professionals. We have a large, diverse team of analysts, data scientists and product managers that you will work with and learn from.

Qualifications

A bit about you: 

• You have 4+ years of experience in analytics

• You have a background working with team analytics including efficiency analysis and experimentation.

• You have experience with building data pipelines.

• 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 in highly empowered teams

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

• Prior experience in the Customer Experience or Customer Journey domains

Additional Information

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.