Chief Customer Advocate

Há 7 dias

São Paulo, São Paulo, Brasil beBeeCustomer Tempo inteiro R$90.000 - R$120.000

About Revolut

People deserve more from their money. More visibility, more control, and more freedom.

We continue our lightning-fast growth, but two things are essential to our success: our people and our culture.

About the Role

We're looking for a Customer Experience Manager to build and scale our business by creating a best-in-class customer experience.

Key Responsibilities:

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

Requirements:

  • Fluency in English.
  • Excellent stakeholder management skills.
  • 1+ year of experience working in Customer Support 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 execute.
  • Experience working with cross-functional teams across multiple time zones.
  • Curiosity and interest in making an impact.
  • The ability to break complex problems into smaller ones and enjoy working with data using tools such as Excel/Google Sheets.
  • Exceptional problem-solving skills.

Nice to Have:

  • Financial Crime background.

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