CX Operations Analyst

Revolut Ltd; Colombia; Remote; COP 188,816,000 - 283,224,000; Full time

Benefits offered by this job

Work from home or abroad

Revolut Metal subscription perks

Financial benefits & incentives

Year-round events

Job summary

Revolut Ltd. is hiring a CX Operations Analyst for Colombia to drive customer experience performance and compliance. You will collaborate with cross-functional teams and develop data tools to monitor KPIs and satisfaction, identifying bottlenecks and implementing scalable improvements.

The role focuses on optimizing CX processes, supporting analysts and managers, and delivering high-impact results in a fast-scaling fintech environment.

Qualifications

• Background in CX operations, QA, L&D, or process optimisation in fintech or high-tech settings.
• Knowledge of financial regulations and consumer protection frameworks.
• Strong analytical capabilities and ability to use data to drive decisions.
• Experience leveraging AI to scale operations and reduce manual tasks.
• Fluency in English (C1) and Spanish; ability to collaborate across globals teams.

Responsibilities

• Drive CX operational performance, service quality, and SLA adherence in Colombia.
• Ensure regulatory compliance with audit-ready frameworks and controls.
• Identify friction points and implement scalable improvements.
• Develop data tools and dashboards to monitor KPIs and customer satisfaction.
• Analyze VoC data to inform product and process enhancements.
• Improve CX processes and workflows to boost efficiency and delivery.
• Create and maintain Colombia-specific customer support content.

Skills

Analytical abilities

English & Spanish fluency

Tools

SQL

Python

Job description

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 80+ 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 CX Operations Analyst to ensure our Customer Support team is operating at the best quality performance. You'll work closely across teams, supporting Analysts and their line managers to deliver the best outcomes for customers.

What you’ll be doing

• Driving customer experience (CX) operational performance, service quality, and SLA compliance in Colombia
• Ensuring regulatory compliance through robust, audit-ready operational frameworks and controls
• Identifying customer journey friction and service bottlenecks, implementing scalable solutions
• Developing data tools and dashboards to monitor KPIs, team performance, and customer satisfaction
• Analysing Voice of the Customer (VoC) data to identify trends and inform product and process improvements
• Optimising CX processes and workflows to improve operational efficiency and service delivery
• Developing and maintaining customer support content tailored to the Colombian market

What you'll need

• A background in CX operations, QA, L&D, or process optimisation within fintech, banking, or high-tech environments
• Knowledge of financial regulations and consumer protection frameworks
• Solid analytical capabilities
• Practical experience leveraging AI to scale operational efficiency and eliminate manual tasks
• Fluency in English (C1 level) and Spanish
• The ability to collaborate across global teams
• A demonstrated ability to work independently, navigate ambiguity, and deliver high-impact results in fast-scaling environments

Nice to have

• Proficiency in SQL and Python

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.

Get what you need to succeed

• Financial benefits that show we value your work
• Flexibility to work from home, the office, or abroad
• A Revolut Metal subscription loaded with perks
• Exciting events year-round so you can get to know your team