ABOUT THE TEAM
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!).
WHAT WE NEED 🚀
We're looking for a Team Lead of Support to sit within our support team at our Vilnius-based office.
WHAT YOU'LL BE DOING ✍️
Managing and mentoring customer support agents across the EMEA region Ensuring individuals and teams meet SLA targets
Providing our users with an outstanding customer experience via our in-app live chat - it is part of our mission to make Revolut users feel secure whilst using our service
Representing Revolut online at all times
Collaborating with other teams across London and Moscow to tackle any customers' issues Run and implement projects to improve customer experience
Analyzing customer data to make informed decisions
SKILLS YOU'LL NEED 📖
Fluency in English and Lithuanian
Prior customer support experience
Exceptional understanding of customer service, technical issue resolution and support best practices
Previous people management experience
Empathy and love for helping people
Strong attention to detail and analytical skills
Driven, self-motivated and highly flexible team player
Self-learner, independent problem-solver
Bachelor's degree or equivalent
Proven record of improving SLAs for support teams
Experience working with data analysis and dashboards
Strong communication skills, great numeracy and IT skills
You'll get to work in one of the hottest tech startups in the world right now
We'll arm you with all of the latest tech equipment
You'll receive excellent training and guidance from our team
A LITTLE ABOUT US
We believe that there are better ways for people to control their money. Easier, fairer ways.
Revolut started in 2015 with card transactions abroad without rubbish exchange rates or hidden fees. We've since added business accounts, vaults, insurance and even access to cryptocurrency exposure.
We reached 5 million customers in June 2019 and we're adding another million every quarter.
WHAT WE ARE LOOKING FOR
From employee 1 to employee 1000, you will be slotting into a global team that shares a number of traits.
You can work autonomously and take ownership. We thrive with the space and responsibility to solve problems.
You operate best without lots of bureaucracy. We don’t hide behind fancy job titles or clunky processes ‘because that’s how things are done’.
You approach work in a logical way. We are not afraid to make mistakes but we use data and logic to backup decisions and improve understanding.
And you share our mission to improve people’s relationship with their money.
• Competitive salary
• Excellent training and guidance from our team
• Roll with a free Revolut Metal subscription