Support Specialist (Complaints)

About Revolut

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 50+ million customers get more from their money every day.

As we continue our lightning-fast growth,‌ 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 10,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Our Complaints Team is looking for enthusiastic, highly organised, and detail-oriented people who want to play an active role in the quality assurance and improvement of a growing global company.

You’ll be the owner of all complaints, while creating a process that’s fair and transparent. You’re in charge of getting to the bottom of things, so you’ll have to work closely with other colleagues, both internal and external.

We want you to help us provide fair treatment to our customers and cooperate with different departments to always deliver an outstanding customer experience.

We’re also responsible for root-cause analysis, quality control, and cooperation with regulatory bodies. And because we’re invested in your success, we want to offer you a range of opportunities as your career progresses at Revolut.

Are you the one we’re looking for? You know what to do…

What you’ll be doing

• Handling incoming formal complaints within the regulatory deadline
• Identifying, analysing, and resolving issues and help implement improvements
• Setting up and improving internal procedures
• Actively contributing to a culture where the fair treatment of customers is a priority
• Organising and keeping a main file of all data, making sure everything is recorded correctly and easy to find
• Testing and strengthening current quality controls
• Seeking to go above and beyond the role by taking real ownership of problems, policies, or procedures from end-to-end
• Cooperating closely with other departments during the case's investigation

What you'll need

• 1+ year of customer support experience
• Ability to work on daily basis from our office in Mexico City
• Bachelor's degree or equivalent
• Fluency in English
• Analytical mindset — ability to investigate and get to the root of a problem
• Knowledge of where and how to obtain relevant information
• Strategic thinking — to know when and how to best utilise means of redress (i.e. refunds, including negotiations)
• Exceptional problem-solving attitude - ability to use analysis and resources to efficiently resolve a complex case
• Great attention to detail
• Readiness to improve every aspect of Revolut and yourself

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

Important notice for candidates:

Job scams are on the rise. Please keep these guidelines in mind when applying for any open roles.

• Only apply through official Revolut channels. We don’t use any third-party services or platforms for our recruitment.

• Always double-check the emails you receive. Make sure all communications are being done through official Revolut emails, with an @revolut.com domain.

We won't ask for payment or personal financial information during the hiring process. If anyone does ask you for this, it’s a scam. Report it immediately.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Revolut. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Revolut may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Revolut's Candidate Privacy Notice