Team Lead Support (Remote)

Salary: Competitive Salary
Job Type: Full time
Experience: Senior Level


Team Lead Support (Remote)

Team Lead Support | Revolut | Portugal

About Revolut

People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, our super app has helped 30+ million customers get more from their money. And we’re not done yet.

As we continue our lightning-fast growth, we believe that two things are essential to continuing our success: our people and our culture. So far, we have 6000+ people working around the world, from our great offices or remotely, on our mission. And we’re looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About The Role

Revolut Support Training Team is responsible for making sure that the Customer Support Specialists are equipped with a top-notch product knowledge from the very first day and maintain it throughout their Revolut journey at all times. The Trainers share their knowledge and experience and make sure that every training session is fruitful. Apart from that they participate in the trainings’ improvement and development and work on projects whose mission is the improvement of the knowledge level in Support. The team consists of true professionals who are a perfect embodiment of Revolut values: Never Settle, Get It Done, Think Deeper, Deliver WOW and therefore they create a Dream Team.

We’re looking for a superstar Team Leader (who understands what it takes to motivate and lead a knowledge-oriented team and has experience in the learning and development field) at one of our 3 Support offices (Krakow, Porto or Vilnius) or work remotely. Please submit your CV in English.

What You’ll Be Doing

  • Managing and leading a team of employees
  • Communicating company goals, safety practices, and deadlines to the team.
  • Motivating team members and assesses performance
  • Providing help to management, including hiring and training, and keeps management updated on team performance
  • Communicating concerns and policies among management and team member
  • Searching for process/procedure optimisation and work improvement of the team
  • Meeting company’s SLA’s
  • Performing effective people management (one-to-ones, coaching, career development)
  • Assisting management with hiring processes and new team member training
  • Daily/weekly control and monitoring of the operations (timely reaction on different situations)
  • Performing deep-dives on SLAs and provide RCA/trends/actions for their improvement
  • Challenging process/procedures in context of continuous improvement
  • Acting as point of contact for any internal and external escalations

What You’ll Need

  • Fluency in English and Spanish
  • Prior customer support experience
  • 1+ year of experience in managing a team (5 -10 FTEs)
  • Experience in leading on a project
  • 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 attitude
  • Self-learner, independent problem-solver approach
  • 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

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.

Refer to our Data Privacy Statement for Candidates: for details on our data handling practices during your application.

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Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home

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