Team Lead

Há 5 dias


Porto, Portugal Revolut Tempo inteiro

**ABOUT THE TEAM**

Our Customer Service team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does. We're a truly diverse, international group and we work across three European offices.

We hire people who know how to act fast, look for root causes and solve problems - not follow scripts. We expect every person to drive change and bring value to Revolut by contributing more than just resolving tickets. We dedicate a lot of time for personal and professional growth and as a result, by the time our agents "graduate" support they are fully trained to rock in any other role in the company (and are in demand from lots of teams).

**ABOUT THE ROLE**

We’re looking for a superstar ATO Support Team Leader (who understands what it takes to motivate and lead a team and has experience in doing so) to sit within our Support Team at our Porto-based office (preferred) or work remotely from any other city in Portugal.

Please submit your updated resume in English.

**WHAT YOU'LL NEED**:

- Prior customer support experience is a must
- Fluency in English
- Experience in leading on a project and coaching/mentoring other employees would be beneficial
- Exceptional understanding of customer service, technical issue resolution and support best practices
- Empathy and love for helping people
- Strong attention to detail and analytical skills
- Driven, self-motivated and highly flexible team player
- Self-learner, independent problem-solver
- Bachelor's degree or equivalent
- Proven record of improving SLAs for support teams
- Experience working with data analysis and dashboards
- Strong communication skills, great numeracy and IT skills

**WHAT YOU'LL BE DOING**:

- Managing and mentoring customer support agents across the EMEA region Ensuring individuals and teams meet SLA targets
- Providing our users with an outstanding customer experience via our in-app live chat - it is part of our mission to make Revolut users feel secure whilst using our service
- Representing Revolut online at all times
- Collaborating with other teams across London and Moscow to tackle any customers' issues Run and implement projects to improve customer experience
- Analysing customer data to make informed decisions


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