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Work Background
CleveronHead of Remote Support
Nov. 2022 - Nov. 2023Tallinn, Harjumaa, Estonia
EuroraHead of B2C Customer Support
Apr. 2022 - Aug. 2022Tallinn, Harjumaa, EstoniaBuilding the Customer Support organization for Alldeclare, a new B2C brand for customs activities
MemboHead of Customer and Merchant Support
Nov. 2021 - Feb. 2022Tallinn, Harjumaa, EstoniaBuilding the Support Organization, documentation, FAQs and product feedback from customers.
TransferWiseHead of Customer Support Hungary
Dec. 2018 - Dec. 2020Budapest, Hungary• Responsible for developing the vision and direction of the whole Customer Support organization with other Regional Heads of Support.
• As part of the Support Tribe Leadership I was responsible for planning the direction of the Support organization in the wider context of Product Teams and ultimately all of Wise.
• Leading a team of Senior Leads, responsible for their growth and career development.
• Was involved in new office location prep work ahead of headcount growth and expansion.
• Grew the team from ~70 to 250 in one year.
TransferWiseSenior Lead / Senior Operations Manager
Feb. 2016 - Dec. 2018Tallinn• Responsible for leading a group of 5 teams with ~60 people.
• Developing and coaching Team Leads
• Leading quarterly planning for the group
• As part of the Customer Support Leadership team I reorganized the the whole CS organization a few times
• Implemented metrics globally for individual and team performance
• Did more than 400 interviews in this role
TransferWiseCustomer Support Team Lead / Operations Manager
Aug. 2015 - Feb. 2016Tallinn, Harjumaa, Estonia• Team onboarding, training, mentoring and personal development
• Regular 1x1s, coaching, career development
• Building and developing the team culture and vision
• Performance reviews
• Daily operational management, live channel monitoring, contact volume triage
• Interviewing (more than 300 interviews done)
• Co-led a project to continue defining company culture and values inside the CS organization.
• Worked on formalizing CS Team Lead guidelines and best practices into a Playbook.
• Worked cross-team to produce Leadership Stories videos for the whole organization. Interviewed company founders and leaders from every corner of the organization.
TransferWiseCustomer Support Agent
Aug. 2014 - Aug. 2015Tallinn• As an Agent I talked to customers over phone, email and chat.
• Responsible for training and mentoring now joiner groups before a dedicated trainer role existed.
• Produced training videos for internal admin and CRM tools and customer-facing tutorials on FAQ pages.
• I was passionate about the company culture from the very beginning and started co-running sessions on Wise culture and values.
KAR-GruppRestauraator
Nov. 2012 - Aug. 2014Restoration and general construction jobs
SDI Media Estonia ASTranslator
Aug. 2010 - Mar. 2012Translating English language shows for Estonian television
Värvikeskuste Grupp OÜSales Advisor
Sep. 2007 - Nov. 2012Advising customers on all products, active saleswork, customer service, sending quotes to clients, solving problems, working out logistics
Senator Communications UK LtdCustomer Service Advisor
Oct. 2006 - May. 2007Liverpool, United KingdomAnswering incoming calls, upselling and problemsolving
Rakvere GümnaasiumEnglish Teacher
Aug. 2005 - Jun. 2006Rakvere, Estonia
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