Support Specialist (Complaints) - English and Portuguese



Customer Service
Brazil · Remote
Posted on Tuesday, July 2, 2024

About Revolut

People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, we've helped 45+ million customers get more from their money. And we're not done yet.

As we continue our lightning-fast growth,‌ two things are essential to continuing our success: our people and our culture. We've been officially certified as a Great Place to Work™ in recognition of our outstanding employee experience! So far, we have 10,000+ people working around the world, from our great offices or remotely, on our mission. And we're looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Our Complaints team is looking for an enthusiastic, highly organised, and detail-oriented person to play an active role in the quality assurance and improvement of our growing global company 🚀

We’re looking for a Support Specialist to be the owner of all complaints, creating a process that’s fair and transparent. You’ll be in charge of getting to the bottom of things, so you’ll have to work closely with other colleagues, both internally and externally, to always deliver an outstanding customer experience.

You'll also be 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? Let's get in touch.

What you’ll be doing

  • Handling incoming formal complaints within the regulatory deadline
  • Identifying, analysing, and resolving issues
  • Setting up and improving internal procedures
  • Actively contributing to a culture where the fair treatment of customers is a priority
  • Organising and maintaining a central archive of data, ensuring everything is recorded accurately and easily accessible
  • Collaborating with various internal teams, such as Cstomer Service, Product, and Quality Assurance, to ensure efficient and effective complaint resolution
  • Seeking to go above and beyond the role by taking real ownership of problems, policies, or procedures from end to end
  • Staying up-to-date with relevant industry regulations, policies, and compliance requirements to ensure all complaint-handling processes adhere to legal and regulatory standards
  • Creating a better work-life balance by managing your own working hours

What you'll need

  • 1+ year of customer support experience
  • Fluency in English and Portuguese with excellent communication skills
  • An analytical mindset able to investigate and get to the root of a problem
  • Strategic thinking skills to know when and how to best utilise means of redress (i.e. refunds and negotiations)
  • A great problem-solving attitude to use analysis and resources efficiently to resolve a complex case
  • Impeccable attention to detail

Nice to have

  • Fluency in any other languages

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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