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 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 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 Customer Experience Manager to sit within the Global Share Services teams at our Krakow office or work remotely from Poland.

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 providing the foundational services and solutions implemented by the Revolut global customer support team.

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

What you’ll be doing

• Coordinating with the product team to provide visibility into customer (dis) satisfaction of assigned features
• Creating, updating, maintaining, and improving the central knowledge base
• Working together with the Research, Quality, and Complaints teams to understand the root cause behind poor customer chat experiences and taking the necessary steps to remediate these detractors
• Collaborating with the trainer's team to update new training material and scheduling sessions when required
• Consulting with Product Owners to map out any upcoming changes that will affect the quality of service provided to users on chat support
• Liaising with Product Owners to map out any upcoming changes that'll affect the quality of service provided to users on chat support and complaints handling

What you'll need

• Fluency in English
• Excellent stakeholder management skills
• 1+ year of experience working in Customer Support (financial services/banking industry preferred) or related field
• Experience managing customer facing teams in a fast-paced start-up or retail broker-dealer
• Deep understanding of quality, programme design, implementation, delivery methods, and processes
• The ability to create a good business case and convince people to help you execute
• Experience working with cross-functional teams across multiple time zones
• To be curious by nature and interested in making an impact
• The ability to break complex problems into smaller ones and enjoy working with data to facilitate your work using tools such as Excel/Google Sheets
• Exceptional problem-solving skills

Nice to have

• Financial Crime background

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