Customer Experience Manager

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 Customer Support 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 looking for a skilled Customer Success Manager to ensure Revolut is listening to customers and improving products and services based on what we hear 📣 Someone to work with teams across the business to provide the experiences and interactions that drive customer excitement. Someone who will take the customer experience to the next level and higher 💫

Up for the challenge? Let’s get in touch👇

What you’ll be doing

• Identifying the root causes of negative sentiment expressed by our customers
• Investigating sentiment variations to derive insights and identify concrete actions, and partnering with teams across the business to drive those actions
• Reporting on key root causes and remediation actions in progress
• Collaborating with the Social Media support team to deliver a great customer experience
• Leveraging mechanisms to interface with teams in different regions as Revolut grows
• Reducing negative and increasing positive sentiment mentions across social media by conducting root cause analysis and driving roadmaps across the business to remediate issues and seize opportunities
• Working with teams across the business to provide the experiences and interactions that drive customer excitement
• Supporting the Head of Customer Affairs as an advocate for the customer across the business

What you'll need

• 4+ years of experience working in a Tech or other fast-paced B2C company or consultancy
• Experience in Customer Experience, Project Management, Marketing and/or Communications
• Experience of influencing other teams to implement your plans
• Great oral and written communication skills in English
• Great self-organisation and keeping cool when working to tight deadlines
• Excellent communication skills
• Bachelor’s degree

Compensation range

• Vilnius: €3,300 - €3,500 gross monthly*
• Lithuania: €3,300 - €3,500 gross monthly*
• Other locations: Compensation will be discussed during the interview process

*Final compensation will be determined based on the candidate's qualifications, skills, and previous experience

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.

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