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Customer Experience Manager



Customer Service
Mexico City, Mexico · Mexico City, Mexico
Posted on Friday, June 28, 2024

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, we've helped 45+ 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 10,000+ 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’re highly technical and detail-oriented, and we love to get down into the nitty-gritty of our in-app processes to make the best possible features.

We’re looking for a Customer Experience Manager for our expansion plan in Mexico to help build and scale Revolut Business by creating a best-in-class customer experience.

As a Customer Success Manager, you’ll take a creative, customer-centric approach to providing the foundational services and solutions implemented by the Revolut global customer support team.

Up for the challenge? Let's get in touch 🚀

What you’ll be doing

  • Coordinating with product teams 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 teams to understand root cause behind poor customer chat experiences and take the necessary steps to remediate these detractors
  • Working together with training teams to update materials and schedule sessions when required
  • Consulting with Product Owners to map out any upcoming changes that’ll affect the quality of service provided to customers on chat support

What you'll need

  • Fluency in English (C1 level or higher)
  • Excellent stakeholder management skills
  • 3+ years of experience working in customer support
  • Experience managing customer facing teams in a fast-paced start up or retail broker-dealer
  • A deep understanding of quality program design, implementation, delivery methods, and processes
  • The ability to make a good business case and convince people to help you execute
  • Experience working with cross-functional teams across multiple time zones
  • To be curious by nature and interested in making an impact
  • The ability to break complex problems into smaller ones and to enjoy working with data to facilitate your work using tools such as Excel or Google Sheets
  • Impressive problem-solving skills

Nice to have

  • Experience in financial services or banking

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.

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