Complaint Resolution & Process Improvement Specialist

Revolut; Town of Poland (NY); On-site; USD 52,000 - 78,000; Full time

Job summary

Revolut is hiring a Support Specialist to oversee complaints and ensure fair, transparent processes. You’ll work with Product and Quality Assurance to resolve issues, improve internal procedures, and maintain compliance with regulatory standards.

The role emphasizes root-cause analysis, quality control, and cross-team collaboration to deliver outstanding customer experiences while enabling career progression within Revolut.

Qualifications

• Bachelor's degree or provisional certificate
• 18+ months of customer service experience
• Fluency in English (C1+ level) and Lithuanian (C1+ level)
• Excellent communication skills and the ability to explain complex issues clearly
• Strong numeracy, analytical and IT skills
• Impeccable attention to detail and empathy for customers
• Self-motivated, with a collaborative team attitude
• Independent problem solving and ownership of issues

Responsibilities

• Handle incoming formal complaints within regulatory deadlines.
• Identify, analyse, and resolve customer issues.
• Set up and improve internal complaint-handling procedures.
• Contribute to a culture prioritising fair treatment of customers.
• Maintain a central, well-organised data archive.
• Collaborate with Product and Quality Assurance for effective resolutions.
• Take ownership of problems, policies, or procedures end-to-end.
• Stay updated on regulatory standards to ensure compliant processes.

Skills

English fluency

Lithuanian fluency

Customer service

Communication skills

Analytical thinking

Attention to detail

Empathy

Problem solving

IT skills

Independence

Education

Bachelor's degree

Job description

Revolut is hiring a Support Specialist to oversee complaints and ensure fair, transparent processes. You’ll work with Product and Quality Assurance to resolve issues, improve internal procedures, and maintain compliance with regulatory standards.

The role emphasizes root-cause analysis, quality control, and cross-team collaboration to deliver outstanding customer experiences while enabling career progression within Revolut.