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UK fintech TransferGo announces new customer experience head post $50M funding

Hot on the heels of its $50 million Series C round last month, TransferGo, one of the world’s fastest growing money transfer companies, has appointed Povilas Čiuplys as its new Chief Customer Officer. With over a decade of experience in senior customer roles, Čiuplys will focus on ensuring that fintech company’s customer support continues to exceed expectations, and that it meets its objectives as outlined in the Series C.

Based in Vilnius, Lithuania, Povilas will be responsible for leading the startup’s exceptional customer support strategy, liaising with its product and marketing teams to ensure that customer experience is always at the heart of service and innovation.

Customer experience

As a reflection of how much customers are valued at the company, an 80-strong team of customer agents located around Europe are fluent in nine languages to help with queries.

TransferGo customer Andrius Jokubauskas from Lithuania, witnessed its great customer experience first-hand: “Buying a house is stressful, even more so when doing it overseas. It’s a lot of precious money coming out of your bank account at once. I needed money to be delivered at a specific time, so I got in contact with TransferGo’s customer team to ask for help. They were able to send my money as soon as I gave them the green light. It was fast, efficient, affordable and stress-free – and completed all from the comfort of my own home.”

Povilas will oversee this team to ensure top standards are upheld and the smooth transition to hybrid working. His appointment provides a dedicated seat within the senior leadership team and reaffirms TransferGo’s commitment to providing excellent customer experience at a time where it continues to grow at pace. Recently it celebrated all-time highs in global remittance flows, transactions and registered customers.

Cross-border payments

Commenting on Povilas’ appointment, Daumantas Dvilinskas, CEO and Co-Founder of TransferGo said: “Every business will boast about their customer service credentials but it’s different for us. The migrant community is ingrained in TransferGo’s DNA. Like the rest of the business, Povilas understands their needs and challenges with cross-border payments because we are them, and they are us. He is committed to delivering a superior customer experience and is a fantastic direct representation of our customers’ voice within the senior leadership team. His appointment will ensure that our customers remain at the very core of our services moving forward.”

Quickest remittance

Povilas commented: “I’m delighted to be joining the senior leadership team at TransferGo. Customers are at the heart of everything we do – from technology innovation to marketing. When it comes to money, they need to feel supported. So often we see tech companies solely offering faceless chatbot services, but we know having someone at the other end of the phone is sometimes necessary – that’s why we have a fantastic team of customer agents all working hard to support migrants across Europe.”

TransferGo is favoured by migrants working in the UK who send money home to their families but don’t want to deal with the bureaucracy and fees imposed by banks for processing payments in other countries and currencies. Based in London, TransferGo is the quickest, most reliable remittance company in Europe, rated ‘excellent’ on Trustpilot (4.8) and with an NPS score of 75, it has built a much-loved brand based on transparency, trust and user experience.