Pros
salary is above average customer service money
Cons
was treated like garbage, it is all wrong You arrive and being treated with direct, apparent kindness and helping care for the onboarding week. Do not believe it. They will show you the table soccer, pool table, workout room... You will never have a minute to use any of them, these are just for show-off. All sorts of free food in the office, once a week company lunch, breakfast, coffee, coke products and fruit are free every day. Until you have COVID and this all goes to nil, you work from home office, you get NOTHING, no perks, no transport pass, no cafeteria. You are being closely watched all the time, especially by your team lead. The team leads are generally twenty-something year old young girlscouts, who might be well versed in technical knowledge valid only if you work there, but absolutely incapable of humanely carry the role of leading people and dealing with real persons, especially of older ages. They will never protect you, or curious about your side of the story, but will help telling you off and discipline you for out-of-the-team claims. Team leads have the tendency to pick and promote freshly hired girls to team lead level, those with whom they find appealing. If someone is not promoted by the end of their probation, then probably he/she will remain in the same position forever. Do not worry, this does not last a long time. Some people are put to personal improvement plan (PIP), which means they are basically looking for a good reason to fire the person. Sometimes it follows probation time right away, and as the PIP includes the option to be fired for underachievement if the desired results are not reached. The desired level is calculated by having tickets reviewed by the same scoutgirls, who do what their girlfriend team leads ask of them, and 85% is the pass rate. You can fail a ticket for simply not writing it in the manner the reviewer thinks it should have been written, and also for not filling in a statistics category for a ticket the way the reviewer thinks it should have been. During the PIP session, which lasts a short two months, you are heavily micromanaged, they know about your idle time, the time you spend with a customer, the time you spend by writing scripts about customer calls, what you do on the company laptop, EVERYTHING. As you are on PIP, it is like probation time never ends, you are being threatened to be fired constantly. The most stressful and disgusting part is when they tell you how everyone only wants to help you only (utter lie) they tell you they have a feedback culture, so feedback has to be received and given as HELP (even bigger lie). However, if you try to make a remark of criticizm, you will realize that the feedback culture is a one way street, you should welcome it but should not practice it. Everyone at the company is at a higher rank than customer agents. They claim there are no managers, as there is a flat company structure, but this is just another major lie, everyone is your superior at any team, and you are treated by most accordingly. YOu turn for help to one of the currency management teams, and all you get is public shaming, then when you retort, you get a warning. This time it is not your feedback anymore, but you have 'communication problems'. They say there is no lunchtime, so you spend eight hours working and that is it, lunchtime is included. This is a lie, as lunchtime is there if you can manage to perfom the required number of tickets and still have ten minutes to eat something. I have never given wrong information to any customer and had lots of thank you letters from grateful people, but this is not what Transferwise, and especially the team lead girlscouts want. The job itself can be done OK, although it is VERY stressful, I never felt so tired in my whole life. TransferWise was a HORRIBLE experience, with daily practiced hypocrisy, a little bit like when we had to pretend we believe in communism, where you were forced to show the belief of their lies and get ashamed and humiliated by a 20 year old team lead girl on a daily basis until she manages to get you fired for not performing above 85% constantly. The expected number of tickets per hour were harshly increased in 6 months, it was raise from 5 to 6 in an hour (definitely no time to get lunch or do a number two) and even the task of removing sensitive customer data from emails was assigned as an extra task, which equals with about the time of finishing a ticket in an hour. If you miss removing the data (like phone numbers) then the ticket fail the review. To top it all, your team lead talks to you about your upcoming sacking as if it was 'unfortunately' an event like losing an entrance test for a TV quiz. No, damn it, this is about putting me to the street in the middle of the pandemic - while they kept hiring newcomers. At times there were not enough tickets to work on, but nobody really cared or tried to help you. I would not recommend working here to my worst enemy, unless you are a 20 year old girl with the soul, experience and attitude of a Japanese cartoon character.
