TrueTalk with Laura

Andy Tweddle, Payments writer
20 Oct 2021
Profile picture of Laura

Tell us about your role

I’m a technical support engineer. TSEs investigate issues, fix bugs, and provide support and solutions to our clients.

We also work on automations that help improve the team's and the company’s day-to-day tasks. For example, I recently worked on an automation that has improved our internal escalations process and the corresponding communications we then send to our clients.

And when banks make changes to their APIs, it's our job to determine if that change will affect our clients, and then we make the necessary adjustments to our APIs.

What brought you to TrueLayer?

It started when someone from the TrueLayer Talent team found me on LinkedIn and invited me to have a chat. After just a few minutes, I was hooked. The products are exciting, but for me, it was all about the values and the culture: we’re open, transparent, we value ownership and accountability, and we collaborate.

How did you get into client support?

If I had to summarise my experience at TrueLayer in one word, it would be growth.

When I first joined TrueLayer, I was a client care advisor. There was a lot of learning, to understand our products and processes. After a few months, I started to specialise in one of our products, and focusing on providing support to some of our biggest clients as well.

As the team grew, I moved to a client care operations specialist. In April 2021, I moved into my current role.

What’s a typical day at TrueLayer for you?

I don’t see a lot of “typical days." Each day is different, which is one of the things I really enjoy about working here. I could be working on tickets, investigating issues, working on side projects, automations, or meeting with teammates to work together.

The questions we get from our clients are equally varied, which is great, because it keeps us on our toes. It could be anything from questions about integration best practices to discovering why certain API calls fail.

Since Covid, the Client Operations team has made an effort to try to keep things as face-to-face as possible. With that in mind, we start each day with a stand up, and we have our own virtual workspace to investigate and fix issues together.

What’s the best thing about working at TrueLayer?

I love that we are encouraged to follow our interests. In my case, I had been interested in learning how to code. TrueLayer gave me the space to do it and helped me to grow in the team into a more technical role.

The company also has a big focus on mental health. The support TrueLayer gave us during Covid meant I never felt alone.

What are you most excited about over the next year at TrueLayer?

We are growing so much. I feel like so many doors are open for us, and so many opportunities are available. I can’t wait to see what we do next. It’s been inspiring to be part of this journey with the company so far, and this is just the beginning.

What keeps you motivated?

I feed on challenges. “I can’t” is not an option for me – I will chase a goal until I get there and immediately set new ones. I like to reach a ceiling, conquer it, and then make it my ground floor, so I can start a new challenge from there.

What would you say to someone considering joining TrueLayer?

TrueLayer is a great place to work. Growth is a must, but we’re always helping and encouraging each other to get there. You’ll never be alone at TrueLayer. We work together really well and we communicate openly. Whether you have questions, need help or need a break, we’re all here for each other.

If you weren’t doing what you’re doing, what might you have done?

I studied Anthropology at university, so I may have been in the academic world.

When you’re not at work, where might we find you?

If I’m lucky, I’ll be at an asado (Argentinian BBQ), or drinking mate with friends. Before Covid-19, I used to dance swing, tango (I am Argentinian after all), and sometimes salsa. Hopefully, I’ll be able to do that again soon.

Words to live by?

“What if instead of gliding so much, we fly a bit higher?” - Mafalda

Any books, podcasts or films you’d recommend?

Macanudo – it’s a comic by an Argentinian author, who recently started to produce it in English. It’s insightful, calming, and lovely.

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