Customer Care Representative (Bilingual English/Spanish) - (Remote) at Sendwave

Posted on:
November 8, 2022

🔭 Our mission & vision

Job Description

Who we are

Sendwave is on a mission to make sending funds to loved ones as easy and affordable as sending a text. What makes us stand out in a sea of similar apps? We deeply care about the diasporas and communities we serve — and that comes with a sense of connection to the markets we operate in. We strive to make life better for everyone who touches our product. That means recognizing and honoring the human experience behind sending money. We do that by remaining fee-free in most of our markets and offering round-the-clock customer care.

Our app is currently available in the United States, United Kingdom, Canada, and parts of Europe, and sends funds to 19 receiving countries for over 500,000 users. We currently have a 4.6-star rating on Trustpilot — people put their faith in us to deliver their money quickly, securely, and affordably. And we’re pretty darn proud of that.

How we work

What we’re most proud of though is our brilliant, creative, and tenacious team. Our remote-first workplace means you’ll be working with Sendwavers in Europe, Africa, South America, and the U.S. that all share a core set of Sendwave values. What exactly are those values? Glad you asked.

Prioritize fearlessly.

There will always be more problems to solve and opportunities to pursue than we have the capacity for. We’re not afraid to say no and are willing to let fires burn, knowing that to win we must discern and execute decisively on the vital few rather than the important many.

Take full ownership of the outcomes we’re responsible for.

Our job is not to do what we can to solve a problem. It's to ensure that problem is solved. If an attempt to solve a problem doesn't work, we seek an alternative. If we need help, we request it, and, if necessary, demand it.

Forge a diverse team and inclusive culture.

We believe the challenges we’re addressing will be best met by a truly global, diverse team, working together. We’re not naive to the systemic bias and discrimination that make this easier said than done, so we check our egos, listen deeply, and measure progress towards making this a fundamental part of our success.

Maximize our rate of learning.

We view projects as ever-evolving drafts and welcome opportunities to discover that what we had in mind won't work so we can move to an even better end state. Most importantly, we do this fast. The faster we run these loops — as a company and individuals — the faster we’ll achieve our mission.

Embrace embarrassing honesty from ourselves and others.

We function best when we're open and honest with one another — especially about our challenges and doubts. We lean into uncomfortable conversations and support our colleagues when they do the same.

Maximize energy, not time spent.

We measure our own and others’ contributions by objectives reached, not time spent. Living a full life outside of work is necessary for high achievement over the long term.

 

Your key areas of focus:

Our Customer Care Team is the 'frontline' for ensuring all customers can achieve Sendwave's mission. To do so, making the experience easy and effortless is a core value for our team. Every decision we make as a company is driven by asking how much it would help our existing and future customers. Excellent customer care is essential to making sure we treat our customers well, and that’s why we need team members with the skills to delight our users 100% of the time.

As a member of our Support Team, you'll:

Work regular full-time shifts, handling incoming calls, outgoing calls

Identify patterns in customer feedback and translate those into suggestions for improving the customer experience.

Participate in regular training & team meetings 

What you bring to the table: 

2+ years experience in customer service, preferably in a high volume, high-stress environment

Ability to commit to a flexible, full-time schedule, working 100% from a dedicated home office

Ability to work weekends, evenings, and statutory holidays

Level B2 CEFR for English and Spanish is required. The position requires the ability to communicate in English and Spanish with our customers and team at a professional working capacity

Ethernet connected, high-speed internet required

Bonus Points if you:

Truly enjoy helping to solve problems for our awesome customers.

Exhibit excellent written & verbal communication skills.

Location

Applicants for this role must be authorized to work in Costa Rica. 

Let's talk about the benefits. Here are a few perks you can look forward to:

Compensation: 687,500 CRC per month

Benefits package include;

Paid leave for vacations, sick, and bereavement, varying by country

Baby bonding time for all employees after at least six months of employment

Fertility assistance

Professional development

Please read before applying

Position is remote, and can be executed from any quiet location with reliable, fast internet.

The interview will be conducted in English. Please come prepared to have an interactive conversation.

Resumes will only be considered if submitted in English.

Candidates must be fluent in English and Spanish.

Recruitment process

Our recruitment process has these main stages: 

Application Review: Our recruiter will take the time to review your resume to match what we are looking for in this role.

Assessment via Test Gorilla: Once successful on the application review, we will share an automated test meant to focus on your English proficiency.

Final Interview: This will involve a panel interview session with two customer care managers from Sendwave. The focus here will be on both behavioural and technical skillset 

Reference Stage: After you are successful in the three stages above, we will go ahead and request references before taking on internal stakeholder buy-in. 

Offer Issuance: Once everything checks off and the team is confident in your results and the feedback received, we will reach out with an offer and, with the hope of having you join the team

Welcome to Sendwave 🎉

 

And best of all:

Our team of over 400 employees is fully distributed across the world. We are working from coffee shops, homes, and co-working spaces — making us one of the larger fully distributed growth-stage startups in the world.

We are proud parents, community organizers, farmers, band members, yoga teachers, YouTube influencers, former Olympians, and serial entrepreneurs.

We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili, Wolof, Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Irish, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish and Swedish.

We recently joined forces with WorldRemit, another remittance company. We’re excited about the ways we can collaborate and continue to provide the best service to our users.

Ready to apply?

Applications will be reviewed on a rolling basis. If interested, please submit your resume along with a cover letter highlighting why your experience demonstrates you meet the requirements of the role. Please also indicate the countries in which you have work authorization.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Sendwave is a place where everyone can thrive. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to wake up every day.

Responsibilities & tasks

Ideal candidate

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