Support Specialist (Backoffice)

Revolut; Philippines; Hybrid; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Flexibility to work from home, office,

Revolut Metal subscription

Job summary

Revolut Ltd is seeking a Support Specialist to own customer issues, resolve chargebacks, fraud and disputes, and deliver fast, accurate help across regions. You’ll work closely with product teams to improve experiences and uphold wow-level service.

To support our global coverage, the role may include night and weekend shifts, fully compensated. A bachelor’s degree and 18+ months in customer service are required, with English fluency (C1+), excellent communication, empathy and a problem-solving

Qualifications

• Bachelor’s degree required or able to provide provisional certificate.
• 18+ months of experience in customer service.
• Fluency in English (C1 level or higher).
• Excellent verbal and written communication skills.
• Experience in chargeback, fraud, and disputes resolution processes.
• Empathy and love for helping people.
• Drive and self-motivation with a flexible team-player attitude.
• Independent, problem-solving approach.

Responsibilities

• Apply standard procedures to investigate and resolve customer chargeback requests.
• Support core product functionality to solve basic chargeback-related queries.
• Handle basic FAQs and troubleshooting with guidance on complex cases.
• Deliver high-quality, efficient support for frequent requests.
• Gather information to conduct investigations in a structured way.
• Perform root-cause analyses to ensure accurate outcomes.
• Meet SLAs with quality and consistency.
• Communicate clearly to ensure a great customer experience.

Skills

Chargebacks handling

Fraud resolution

Disputes resolution

Excellent communication

Empathy

Problem solving

Self-motivated

Team player

Education

Bachelor’s degree

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 Support Specialist who takes ownership of customer issues, thinks deeper to find solutions, and contributes to the way we support our customers every day.

To support our 24/7 coverage, this role may include night and weekend shifts, which are fully compensated.

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

What you’ll be doing

• Applying standard procedures to investigate and resolve customer chargeback requests with accuracy and care
• Supporting core product functionality to efficiently solve customers basic chargeback product-related queries and needs
• Handling basic FAQs and troubleshooting support independently, seeking guidance only on complex cases
• Delivering high-quality, efficient support on frequent and less complex requests
• Gathering relevant information in a structured way to conduct investigations
• Performing root-cause analyses (RCA) using set methodologies to ensure accurate outcomes
• Meeting service level agreements (SLAs) with quality and consistency
• Communicating clearly and simply to ensure a great customer experience

What you’ll need

• A bachelor's degree (must be able to provide at least a provisional certificate)
• 18+ months of experience in customer service
• Fluency in English (C1 level or higher)
• Excellent verbal and written communication skills
• Experience in chargeback, fraud, and disputes resolution processes
• Empathy and love for helping people
• Drive and self-motivation, with a highly flexible team-player attitude
• An independent, problem-solving approach

Nice to have

• Customer service experience in the financial services industry

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