Customer Experience Manager @ Revolut

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Job Category: Work From Home- Full Time 



About the role:

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. We’re looking for a Customer Experience Manager to sit within the Global Share Services teams.


This role is to help build and scale the Revolut business by creating a best in class customer experience. The Customer Experience Manager will take a creative, customer-centric approach to provide 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 product team to provide visibility over customer (dis)/satisfaction of assigned features

  • Creating, updating, maintaining and improving the central knowledge base

  • Working together with Research, Quality and Complaints team to understand root cause behind poor customer chat experiences and take the necessary steps to remediate these detractors

  • Working together with trainer team to update new training material and schedule 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

  • Consulting with Product Owners to map out any upcoming changes that will affect the quality of service provided to users on chat support/complaints handling

What you'll need

  • Fluency in English (C1 level)

  • Strong stakeholder management skills

  • Expertise in trading operation, investment and stock markets

  • 1+ year of experience working in Customer Support (financial services/banking industry preferred)

  • Experience managing customer facing teams in a fast-paced start up or retail broker-dealer

  • A deep understanding of quality program design, implementation, delivery methods, and processes

  • The ability to make a good business case and convince people to help you execute it

  • Experience working with cross functional teams across multiple time zones

  • A natural curiosity and interest in making an impact

  • The ability to break complex problems into smaller ones and to enjoy working with data to facilitate your work using tools such as Excel/Google Sheets

  • Problem solving skills

Compensation range:

  • Vilnius: €2,600 - €3,100 gross monthly*

  • Lithuania: €2,600 - €3,100 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

How to Apply: Click Here to Apply 

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