Head of Customer Support

Personal Business Kids & Teens Company Log in Sign up Head of Customer Support Remote : France · Ireland · Portugal · Spain Apply for this role 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 75+ 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 13,000+ 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.

Our Customer Support team is the first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut. We're looking for a Head of Customer Support to develop a customer and complaints process for our support operations. You'll aim to find a perfect balance between consistency and positive experiences for customers. You'll assist in building out the function across Western Europe, with an initial focus on France. You need a sharp eye and discipline for delivery, combined with a creative, process-driven mindset to seek out and solve some of our most complex global challenges. Up to shape what's next in finance? Let's get in touch.

Defining and monitoring KPIs for customer support and complaints performance Overseeing and monitoring the performance and quality of outsourced services through defined service level agreements (SLAs) Managing responses to regulatory requests for information and engagements Testing and strengthening current quality controls and the feedback loop Constructing dashboards and providing insights for senior leadership Leading and executing core projects that impact support and complaints to improve outcomes for customers Monitoring associated risks and ensuring control gaps are appropriately remediated in a timely manner, including monitoring of key risk indicators (KRI) Reviewing upcoming product launches to ensure initiatives are aligned with customer protection and that teams are operationally prepared to support customers What you'll need 5+ years of experience in a fast-paced environment, within a customer support and complaint function Experience leading a team Familiarity with local laws and relevant regulations, including EBA and ACPR guidelines The capability to build suitable reporting, ideally with Looker Expert knowledge and experience working in an outsourced environment An understanding of the relationship between an entity and a service provider A KPI-driven mindset with the ability to handle complex operational challenges Proficiency in ensuring adherence to SLAs, volumes, and regulatory constraints 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