Support Specialist (Complaints) - Dutch

Revolut Ltd; Poland; Hybrid; PLN 69,000 - 86,000; Full time

Benefits offered by this job

Flexible work from home

Office or abroad

Revolut Metal subscription

Events year-round

Job summary

Revolut Ltd is hiring a Support Specialist to oversee complaints, ensuring fair, transparent processes and timely resolutions. You will work closely with product teams and regulatory bodies to deliver outstanding customer experiences.

The role requires 18+ months of customer service, fluency in English and Dutch, and strong analytical, numeracy and IT skills, with a proactive, independent problem-solving mindset and collaborative team spirit. Hybrid remote options are available.

Qualifications

• Bachelor's degree required.
• 18+ months of customer service experience.
• Fluent in English (C1+) and Dutch (C1+).
• Able to explain complex issues clearly.
• Strong numeracy, analytical and IT skills.
• Empathy and passion for helping customers.
• Self-motivated team player with independent problem-solving.
• Retail or insurance background is a plus.

Responsibilities

• Handle incoming formal complaints within regulatory deadlines.
• Identify, analyse, and resolve issues promptly.
• Set up and improve internal complaint procedures.
• Promote a culture of fair treatment of customers.
• Maintain a central data archive, ensuring accessibility.
• Collaborate with Product and QA for efficient resolutions.
• Take ownership of problems, policies, or procedures end-to-end.
• Stay updated on industry regulations and compliance requirements.

Skills

Customer service

English (C1+)

Dutch (C1+)

Bachelor's degree

Analytical skills

Numeracy

IT skills

Empathy

Problem-solving

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 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.

What you'll be doing

• Handling incoming formal complaints within the regulatory deadline
• Identifying, analysing, and resolving issues
• 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, such as Product and 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 and compliance requirements to ensure complaint‑handling processes adhere to legal and regulatory standards

What you’ll need

• A bachelor's degree (must be able to provide at least a provisional certificate)
• 18+ months of customer service experience
• Fluency in English (C1+ level)
• Fluency in Dutch (C1+ level)
• The ability to explain complex issues in an easy and understandable manner
• Great numeracy, analytical, and IT skills
• 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

• A background in retail customer service or insurance

Compensation range

• Poland: PLN6,200 - PLN7,700 gross monthly*
• Other locations: Compensation will be discussed during the interview process

Final compensation will be determined based on the candidate's qualifications, skills, and previous experience

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

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Revolut. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Revolut may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Revolut's Candidate Privacy Notice