Support Specialist (Complaints) with Portuguese

Revolut; Poland; On-site; PLN 77,000 - 81,000; Full time

Job summary

Revolut in Poland is seeking a Support Specialist to oversee complaints, ensuring fair and transparent processes and timely resolution. You will work with Product and Quality Assurance teams to drive continuous improvement and uphold high standards of customer service.

The role requires a Bachelor’s degree (or provisional certificate) and 18+ months of customer service experience, with fluent English and Portuguese (Portugal).

Qualifications

• Bachelor's degree or provisional certificate
• 18+ months in customer service
• Fluent English (C1+)
• Fluent Portuguese (Portugal) (C1+)
• Ability to explain complex issues clearly
• Strong numeracy, analytical and IT skills
• Empathy and passion for helping people
• Proactive team player with self-motivation
• Independent problem-solving approach

Responsibilities

• Handle incoming formal complaints within regulatory deadline
• Identify, analyse, and resolve issues
• Set up and improve internal procedures
• Contribute to a culture of fair treatment of customers
• Organise and maintain central data archive
• Collaborate with Product and QA to resolve complaints
• Take ownership of problems, policies, end-to-end
• Stay updated on regulations and compliance requirements

Skills

English (C1+)

Portuguese (Portugal) (C1+)

Analytical thinking

IT skills

Empathy

Problem solving

Team player

Numeracy

Clear explanations

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.

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 from Portugal (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

Compensation range

• Poland: PLN6,900 - PLN7,300 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