Retail Support SME: Elevate Customer Experience

Revolut

Ciudad de México

Presencial

MXN 420.000 - 580.000

Jornada completa

Hace 4 días

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Descripción de la vacante

Revolut is seeking a Subject Matter Expert for its Customer Support team in Mexico City. You will own internal knowledge for local products, ensure frontline teams have up-to-date information, and drive cross-functional initiatives to improve service.

You will collaborate with Product Owners and Learning & Development to update materials, run training sessions, and implement communication workflows. Fluency in English and a proactive mindset are essential to deliver top-tier support at a

Formación

Fluency in English.
Experience in customer support, preferably in a product-focused or fintech environment.
A solid understanding of support tools and documentation platforms, such as Confluence and Zendesk.

Responsabilidades

Create and maintain internal knowledge base content for local products.
Ensure front-line teams have accurate and timely product information.
Collaborate with Learning & Development to update training materials and coordinate training sessions.
Drive internal communication initiatives, such as FAQs, forms, and relevant support documents.
Partner with Product Owners to manage product changes, resolve bugs, and support configuration-related queries.
Analyze customer feedback to identify areas for improvement.
Lead root-cause analysis processes to address key issues.
Collaborate with Research, Quality, and Complaints teams to identify root causes of negative experiences.
Implement improvement strategies based on findings.
Coordinate with Product team to provide visibility into customer satisfaction for assigned features.