Phone Team Lead

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 65+ 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 10,000+ 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

The Financial Crime Operations department is at the forefront of Revolut's efforts to keep customers and their money safe. This team works directly with customers and internal teams to resolve issues and identify potential concerns. Using cutting-edge technology, we aim to prevent financial crime in a way the banking world hasn't seen before.

We're looking for a skilled Team Lead to ensure our Analysts perform at the highest quality. A solution-focused leader who can manage customer and agent issues while driving continuous improvement across processes. If you're ready to move beyond service provision and start delivering WOW to our customers — let's connect.

What you'll be doing

• Leading a team of FinCrime Analysts, managing daily performance, and ensuring adherence to SLAs and KPIs
• Conducting regular one-to-ones, coaching, career development, and supporting hiring, onboarding, and training of new team members
• Overseeing daily and weekly operations, monitoring metrics, and responding to issues as they arise
• Performing deep dives into SLA metrics, identifying trends, and conducting root-cause analysis with actions for improvement
• Preparing detailed reports and metrics to support data-driven decision-making and quality assurance
• Driving continuous improvement by challenging existing processes
• collaborating with cross-functional teams to implement operational enhancements
• Acting as the escalation point for internal and external issues, including coordination with law enforcement and regulatory bodies on financial crime investigations
• Taking on any other necessary responsibilities to ensure operational excellence

What you'll need

• Fluency in English with excellent writing and interpersonal skills
• 3+ years experience in providing customer support via Phone
• 1+ year managing a team of 5 or more FTEs
• Proven ability to handle multiple priorities under pressure, manage projects efficiently, and meet tight deadlines
• A data-driven mindset with a solid understanding of operational processes and analytical problem-solving skills
• To be able to work 100% from the office

Nice to have

• Practical knowledge of SQL for data analysis
• Demonstrated sound judgment and a strong understanding of balancing legal and business risks
• Relevant experience in AML/Compliance or financial crime prevention

Compensation range

• Krakow: PLN10,300 - PLN14,900 gross monthly*
• Vilnius: €2,700 - €4,100 gross monthly*
• Poland: PLN10,300 - PLN14,900 gross monthly*
• Lithuania: €2,700 - €4,100 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

Building a global financial super app isn't enough. Our Revoluters are a priority, and that's why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We're doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That's why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

Important notice for candidates:

Job scams are on the rise. Please keep these guidelines in mind when applying for any open roles.

• Only apply through official Revolut channels. We don't use any third-party services or platforms for our recruitment.
• Always double-check the emails you receive. Make sure all communications are being done through official Revolut emails, with an domain.

We won't ask for payment or personal financial information during the hiring process. If anyone does ask you for this, it's a scam. Report it immediately.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Revolut. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Revolut may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Revolut's Candidate Privacy Notice

Notice: This is a remote position based in Portugal.