Team Lead - ATO Support

Krakow
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ABOUT THE TEAM

Our 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 ROLE

We’re looking for a superstar ATO Support Team Leader (who understands what it takes to motivate and lead a team and has experience in doing so) to sit within our Support Team at our Krakow-based office (preferred) or work remotely from any other city in Poland. 

Please submit your CV in English.

WHAT YOU'LL NEED

  • Fluency in English
  • Experience in leading on a project and coaching/mentoring other employees would be beneficial
  • 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
  • Driven, self-motivated and highly flexible team player
  • Self-learner, independent problem-solver
  • Bachelor's degree or equivalent
  • Proven record of improving SLAs for support teams
  • Experience working with data analysis and dashboards
  • Strong communication skills, great numeracy and IT skills

WHAT YOU'LL BE DOING

  • Managing and mentoring customer support agents across the EMEA region Ensuring individuals and teams meet SLA targets
  • Providing our users with an outstanding customer experience via our in-app live chat - it is part of our mission to make Revolut users feel secure whilst using our service
  • Representing Revolut online at all times
  • Collaborating with other teams across London and Moscow to tackle any customers' issues Run and implement projects to improve customer experience
  • Analysing customer data to make informed decisions

Discover our values

We believe that any success at Revolut comes from two things: our people and our culture. Our culture is our DNA, it defines who we are, how we operate, and how we handle disagreements with each other. We operate, hire, develop, and promote brilliant people based on the values below.

Culture
Get It Done

Revoluters always push through!
 We stopped listening to excuses a long time ago - we care about results. We believe that grit, determination, skill, smartness, and courage can break through almost any wall.

Deliver WOW

We love building great products, we love delighting our customers, we love turning the complexity of a chaotic world into the simplicity of a beautiful solution that truly solves customer needs.

Dream Team

We select, coach, and retain the top talent only and give them all the support to achieve greatness

Never Settle

Revolut is for those who always strive for excellence, for those who want to become the best in the world at what they do, for those who would never settle for less. Revolut is for 10x people.

Think Deeper

Logic, reason, and common sense prevail over everything else in decision making at Revolut. We are open-minded, we listen, and we are always in search of the truth.