Silver Jaanus -

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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

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

SDI Media Estonia ASTranslator

Aug. 2010 - Mar. 2012Translating English language shows for Estonian television

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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