Team Lead (Support) - English & Spanish

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 60+ 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 Customer Support team is the public face of the company and provides first-class front-line support to our millions of customers. We're also internal customer champions, working with product teams to ensure customers stay at the forefront of everything Revolut does 🚀

We’re looking for a super-skilled Team Lead to work with the Phone Support team. Someone who understands what it takes to motivate and lead a team. Someone who'll help management with hiring, training, and updates on team performance.

If you’re ready to stop providing a service and join us in delivering WOW to our customers instead — let’s get in touch.

What you’ll be doing

• Managing and leading a team of employees
• Communicating company goals, safety practises, and deadlines to the team
• Motivating team members and assessing performance
• Helping management with hiring, training, and team performance updates
• Communicating concerns and policies among management and team members
• Searching for process/procedure optimisation and team work improvement
• Meeting company SLAs
• Performing effective people management, including one-to-ones, coaching, and career development)
• Monitoring and controlling operations daily/weekly (with timely reactions to various situations)
• Performing deep-dives on SLAs and providing RCA/trends/actions for their improvement
• Acting as point of contact for any internal and external escalations

What you'll need

• Fluency in English and Spanish
• Prior customer support experience
• 1+ year of experience in managing a team (5–10 FTEs)
• Experience leading projects
• Exceptional understanding of customer service, technical issue resolution, and support best practices
• Empathy and love for helping people
• Excellent attention to detail and analytical skills
• To be driven and self-motivated with a highly flexible team player attitude
• To be a self-learner with an independent, problem-solving approach
• A bachelor's degree or equivalent
• A proven track record of improving SLAs for support teams
• Experience working with data analysis and dashboards
• Exceptional communication, numeracy, and IT skills

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