Support Specialist (Complaints) - Portuguese

Revolut; Polska; On-site; PLN 90,000 - 130,000; Full time

Job summary

Revolut is seeking a Support Specialist to oversee complaints with a focus on fair, transparent processes and timely resolution. You will work with internal teams and external bodies to ensure compliant handling and high-quality customer experiences.

You will lead root-cause analyses, quality checks, and build robust processes while staying up-to-date with industry regulations. A strong emphasis on ownership and proactive problem-solving is core to the role.

Qualifications

• Bachelor's degree required.
• Minimum 18 months of customer service experience.
• Fluency in English (C1+) and Portuguese (C1+) required.
• Excellent communication and problem-solving abilities.

Responsibilities

• Handle incoming formal complaints within regulatory deadlines.
• Identify, analyse, and resolve issues efficiently.
• Set up and improve internal complaint-handling procedures.
• Contribute to a culture of fair treatment of customers.
• Maintain a centralized data archive for easy access and traceability.
• Collaborate with Product, QA, and other teams for effective resolution.
• Take ownership of problems, policies, or procedures end-to-end.

Skills

Customer service

English fluency

Portuguese fluency

Communication skills

Detail-oriented

Empathy

Problem solving

Team player

Education

Bachelor's degree

Job description

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 80+ million customers get more from their money every day.

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 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 Portuguese (C1+ level)
• Excellent communication skills
• The ability to explain complex issues in an easy and understandable manner
• Great numeracy, analytical, and IT skills
• Impeccable attention to detail
• Empathy and love for helping people
• Drive and self-motivation, with a flexible team-player attitude
• An independent problem-solving approach

Nice to have

• Investigative experience
• A background in retail customer service or insurance

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.

Important notice for candidates

• 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 @revolut.com domain.

We won't ask for payment or personal financial information during the hiring process. If anyone does ask you for this, it’s a scam. Report it immediately.