Support Specialist; Complaints - German

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 65+ 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 10,000+ 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 Support Specialist to oversee complaints, creating a process that s fair and transparent. You ll be in charge of getting to the bottom of things, so you ll have to work closely with other colleagues, both internally and externally, to always deliver an outstanding customer experience.

You ll also be responsible for root-cause analysis, quality control, and cooperation with regulatory bodies. 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.

• Handling incoming formal complaints within the regulatory deadline
• Identifying, analysing, and resolving issues and helping implement improvements
• Setting up and improving internal procedures
• Actively contributing to a culture where the fair treatment of customers is a priority
• Organising and maintaining a central archive of data, ensuring everything is recorded accurately and easily accessible
• Collaborating with various internal teams (Customer Service, Product Development, Quality Assurance) to ensure efficient and effective complaint resolution
• Seeking to go above and beyond the role by taking real ownership of problems, policies, or procedures from end to end
• Staying up-to-date with relevant industry regulations, policies, and compliance requirements to ensure all complaint-handling processes adhere to legal and regulatory standards
• Creating a better work-life balance by managing your own working hours

• 1+ years of experience in customer support
• Fluency in English (C1+ level)
• Fluency in German (C1+ level)
• An analytical mindset able to investigate and get to the root of a problem
• Knowledge of where and how to obtain relevant information
• Strategic thinking skills to know when and how to best utilise means of redress (refunds and negotiations)
• A problem-solving attitude to use analysis and resources efficiently to resolve a complex case
• Great attention to detail

• Fluency in other languages

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.

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  domain.

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