Customer Experience Manager

Our Customer Service team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does. We're a truly diverse, international group and we work across three European offices.

We hire people who know how to act fast, look for root causes and solve problems - not follow scripts. We expect every person to drive change and bring value to Revolut by contributing more than just resolving tickets. We dedicate a lot of time for personal and professional growth and as a result, by the time our agents "graduate" support they are fully trained to rock in any other role in the company (and are in demand from lots of teams!).

Revolut is the most exciting new business within the unicorn Revolut group. At Revolut, we strive to provide the best standard of service to our customers. To achieve this we are hiring customer success managers to ensure that all concerns and feedback customers have while interacting with our product are acted upon.

About the role

We're looking for a Customer Experience Manager to sit within the Global Share Services teams at our Porto office or work remotely from Portugal.

Our team is highly technical and detail-oriented, and we love to get down into the nitty-gritty of our in-app processes to make the best possible product. This role is to help build and scale the Revolut business by creating a best in class customer experience. The Customer Success Manager will take a creative, customer-centric approach to provide the foundational services and solutions implemented by the Revolut global customer support team.

What you'll be doing

• Coordinate with product team to provide visibility over customer (dis)/satisfaction of assigned features;
• Create, update, maintain and improve the central knowledge base;
• Work together with Research, Quality and Complaints team to understand root cause behind poor customer chat experiences and take the necessary steps to remediate these detractors;
• Work together with trainer team to update new training material and schedule sessions when required;
• Consult with Product Owners to map out any upcoming changes that will affect the quality of service provided to users on chat support;
• Reach out to customers that had an unsatisfactory experience with Revolut

What you'll need

• You are fluent in English (C1 level)
• Strong stakeholder management skills
• Your have at least 1+ year of experience working in Customer Support (financial services/banking industry preferred)
• Experience managing customer facing teams in a fast-paced start up or retail broker-dealer
• Deep understanding of quality program design, implementation, delivery methods, and processes
• You can make a good business case and convince people to help you execute
• Experience working with cross functional teams across multiple time zones
• You are curious by nature and interested in making an impact
• You can break complex problems into smaller ones and enjoy working with data to facilitate your work using tools such as Excel/Google Sheets
• Problem solving skills

A little about us...When Revolut was founded in 2015, we had a vision to build a sustainable, digital alternative to traditional big banks. Our mission now is to help our customers improve their financial health, empower them to have more control, and promote financial cohesion across the communities in which we operate. Launching into 2021 with 15 million Personal customers and over half a million Business customers only reinforced our belief in the vast need across the world for better financial services.

What we're looking for...Revolut is being scaled up by people all around the world who share our vision. We're looking for people who align with our five core values: we believe that we Get it Done because we Think Deeper and are strongly rooted in the Dream Team. We Never Settle hence why we always Deliver Wow. You want to join a community of forward-thinking people - we are here for you. We believe in empowering our Revoluters in their work, giving them autonomy and ownership of what they do. We want everyone at Revolut to own their story and their successes - working with us means you're not just another cog in the machine.

The benefits

• Competitive salary
• Excellent training and guidance from our team
• Roll with a free Revolut Metal subscription
• Private medical care
• Daily meal allowance
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