REVOLUT HIRING | FOR TEAM LEAD (SUPPORT)

Company	Revolut
Job Title	TEAM LEAD(Support)
Batch	2022/2023
Experience	1+ years
Salary	35k Excepted
LOCATION	Remote

About Revolut :

People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, our super app has helped 35+ million customers get more from their money. And we're not done yet.

As we continue our lightning-fast growth,‌ two things are essential to continuing our success: our people and our culture. We've been officially certified as a Great Place to Work™ in recognition of our outstanding employee experience! So far, we have 8,000+ people working around the world, from our great offices or remotely, on our mission. And we're looking for more. We want brilliant people that love building great products, love redefining success, and love 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 assessing performance
• Providing help to management, including hiring and training, and keeps management updated on team performance
• Communicating concerns and policies among management and team members
• Searching for process/procedure optimisation and work improvement of the team
• Meeting company SLAs
• 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 providing 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
• A Bachelor's degree or equivalent
• Prior customer support experience
• 1+ year of experience in managing a team (5 -10 FTEs)
• Experience leading projects
• An 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
• To be driven and self-motivated with a highly flexible team player attitude
• To be a self-learning, independent problem-solver
• A proven record of improving SLAs for support teams
• Experience working with data analysis and dashboards
• Strong communication skills
• Great numeracy and IT skills

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