Team Lead

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 super skilled Support Team Leader Someone who understands what it takes to motivate and lead a team. Someone to develop a firm foundation for our operations and innovate on ways to scale it quickly and effortlessly. If you're ready to stop providing a service and join us in delivering WOW to our customers instead – let's get in touch

What you'll be doing

• Managing and leading a team of employees
• Communicating company goals, safety practices, and deadlines to the team.
• Motivating team members and assesses performance
• Providing help to management, including hiring and training, and keeps management updated on team performance
• Communicating concerns and policies among management and team member
• Searching for process/procedure optimisation and work improvement of the team
• Meeting company's SLA's
• Performing effective people management (one-to-ones, coaching, career development)
• Assisting management with hiring processes and new team member training
• Daily/weekly control and monitoring of the operations (timely reaction on different situations)
• Performing deep-dives on SLAs and provide RCA/trends/actions for their improvement
• Challenging process/procedures in context of continuous improvement
• Acting as point of contact for any internal and external escalations

What you'll need

• Fluency in English.
• Prior customer support experience
• 1+ year of experience in managing a team FTEs)
• Experience in leading on a project
• Exceptional understanding of customer service, technical issue resolution and support best practices
• Empathy and love for helping people
• Strong attention to detail and analytical skills
• Driven, self-motivated and highly flexible team player attitude
• Self-learner, independent problem-solver approach
• 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

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 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

Notice: This is a remote position based in Brazil.