Team Leader - Retail Support - Remote from Mexico

Revolut

| 2023-03-19

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Job details
Company overview

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!).

ABOUT THE ROLE

We’re looking for a superstar Team Leader (who understands what it takes to motivate and lead a team and has experience in doing so) to sit within our Support Team at our Porto-based office or work remotely from any other city in Portugal.

Please submit your CV in English.

WHAT YOU'LL BE DOING

Managing and mentoring customer support agents across the EMEA region
Ensuring individuals and teams meet SLAs and KPIs
Providing our users with an outstanding customer experience via our in-app live chat
Representing Revolut online at all times
Collaborating with other teams internationally to tackle any customers' issues
Run and implement projects to improve customer experience
Analysing customer data to make informed decisions

WHAT YOU'LL NEED

Fluent in English
Prior customer support experience
At least 1 year of experience in managing a team (5 -10 FTEs)
Experience leading several ongoing projects
Exceptional understanding of customer service, technical issue resolution and support best practices
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

Not available