Complaints Team Lead
Revolut, Portugal

ABOUT THE TEAMOur Customer Service 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 a truly diverse, international group and we work across three European offices.
We hire people who know how to act fast, look for root causes and solve problems not follow scripts. We expect every person to drive change and bring value to Revolut by contributing more than just resolving tickets. We dedicate a lot of time for personal and professional growth and as a result, by the time our agents "graduate" support they are fully trained to rock in any other role in the company (and are in demand from lots of teams!).
ABOUT THE ROLEWe’relookingfor a superstar Team Leader (who understands what it takes to motivate and lead a team and has experience in doing so)to sitwithinourComplaintsteam in Porto.
Please submit your CV in English. WHAT YOU'LL BE DOING

• Leadandmotivatea team ofComplaintsAnalystsin Portowith theaimtoconstantlyimproveanddeveloptheirskillswhilehittingtargets.
• Nurture a positive, stimulating and productive working environment whereby everyone works towards a common goal.
• Challenge policies and procedures, in the quest for continuous improvements.
• Seekto goaboveandbeyondthe role bytakingrealownershipofproblems,policiesorproceduresfrom end-to-end.
• Engageinactivitiestoensureeachanalysthasavoiceandreceivesfrequentfeedback.

WHAT YOU'LL NEED

• Aproven track record of improving the productivity and quality of a team
• Adriven,self-motivatedandhighlyflexibleteamplayer
• A self-learner and independent problem-solver
• Able to work under pressure, manage multiple projects, and meet deadlines byprioritisingtasks efficiently
• Data-drivenandabilitytoworkwithdashboards
• Strong communication skills, great numeracy and IT skills
• WillingtofrequentlytravelbetweentheKrakow, Porto andVilniusoffice
• FlawlessEnglish
• Exceptionalresolutionskills
• Bachelor'sdegreeorequivalent
• Knowledge of adisputeresolutionprocessishighlyfavourable
• Practicalknowledgeof SQL (canbebasiclevel)isa plus

A little about usWhen Revolut was founded in 2015, we had a vision to build a sustainable, digital alternative to traditional big banks. Our mission now is to help our customers improve their financial health, empower them to have more control, and promote financial cohesion across the communities in which we operate. Launching into 2020 with 10 million Personal customers and over a quarter of a million Business customers only reinforced our belief in the vast need across the world for better financial services. As our customer base has boomed in the last year, we’ve expanded our team to match that growth. We started 2019 with several hundred employees; we closed it out with 2000.
What we’re looking forRevolut is being scaled up by people all around the world who share our vision. We’re looking for people who align with our four core values: we Never Settle, we Get It Done because we Think Deeper and we’re Stronger Together.You’re the kind of person who wants to join a community of forward-thinking people, all personally and professionally invested in Revolut’s mission. You thrive in a collaborative space where everyone’s learning from each other, and learning fast. We believe in empowering our Revoluters in their work, giving them autonomy and ownership of what they do. We want everyone at Revolut to own their story and their successes - working with us means you’re not just another cog in the machine.
THE BENEFITS• Competitive salary• Excellent training and guidance from our team• Roll with a free Revolut Metal subscription• Private medical care• Daily meal allowance