Customer Experience Manager

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 skilled Customer Success Manager to ensure Revolut is listening to customers and improving products and services based on what we hear 📣 Someone to work with teams across the business to provide the experiences and interactions that drive customer excitement. Someone who will take the customer experience to the next level and higher 💫

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

• Fluent English (C1 level)
• Strong stakeholder management skills
• 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
• Deep understanding of quality program design, implementation, delivery methods, and processes
• Ability to make a good business case and convince people to help you execute
• Experience working with cross functional teams across multiple time zones
• Natural curiosity and interest in making an impact
• Ability to break complex problems into smaller ones and enjoy working with data to facilitate work using tools such as Excel/Google Sheets
• Problem solving skills

Compensation range

• Lithuania: €2,200 – €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