Subject Matter Expert (ATM Monitoring)

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 70+ 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.

About the role

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 Subject Matter Expert to become the bridge between our front-line support agents and our ATMs. You'll be providing technical support by acting fast, looking for root causes, and solving problems to provide outstanding service to our customers.

Along the way, you'll develop new skills and drive change within the company. And because we're invested in your success, we want to offer you a range of opportunities as your career progresses at Revolut.

Up to shape what's next in finance? Let’s get in touch.

What you'll be doing

• Handling escalated cases on Jira (monitoring platform)
• Investigating issues, classifying them accordingly, and assigning them to a relevant team
• Managing the issue end to end until the case is resolved
• Contacting external vendors to troubleshoot issues
• Collaborating with other teams globally
• Monitoring critical service metrics and addressing them immediately in case of an incident
• Using monitoring tools to react to incidents quickly

What you'll need

• Fluency in English
• Excellent communication skills
• Experience in customer support
• The ability to explain complex issues in an easy and understandable manner
• Impeccable attention to detail
• Great analytical skills
• A willingness to work on a rotating shift basis, including nights and weekends

Nice to have

• Experience working in technical support (L1/L2)
• Knowledge of SQL and Jira

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 when applying for any open roles.

• Only apply through official Revolut channels. We don’t use any third-party services or platforms for our recruitment.

• Always double-check the emails you receive. Make sure all communications are being done through official Revolut emails, with an @revolut.com domain.

We won't ask for payment or personal financial information during the hiring process. If anyone does ask you for this, it’s a scam. Report it immediately.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Revolut. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Revolut may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Revolut's Candidate Privacy Notice