Support Specialist (Complaints) - Lithuanian

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

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

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 are the voice of our customers, working closely with product teams to improve experiences and keep wow‑level service at the heart of Revolut. We are 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 Lithuanian (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 highly flexible team‑player attitude
• An independent problem‑solving approach

We encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard‑working team.