Team Lead
2 semanas atrás
**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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