Team Lead (Support) - Spanish

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, we've helped 40+ million customers get more from their money. And we're not done yet.

As we continue our lightning-fast growth,‌ two things are essential to continuing our success: our people and our culture. We've been officially certified as a Great Place to Work™ in recognition of our outstanding employee experience! So far, we have 10,000+ 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

Our Customer Support team is the public face of the company and provides first-class front-line support to our millions of customers. We're also internal customer champions, working with product teams to ensure customers stay at the forefront of everything Revolut does 🚀

We’re looking for a super-skilled Team Lead to work with the Phone Support team 📣 Someone who understands what it takes to motivate and lead a team. Someone who'll be a help for management, including hiring and training, and keep the management updated on team performance.

If you’re ready to stop providing a service and join us in delivering WOW to our customers instead — let’s get in touch 👇

What you’ll be doing

• Managing and leading a team of employees

• Communicating company goals, safety practises, 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 SLAs

• Performing effective people management (one-to-ones, coaching, career development)

• Assisting management with hiring processes and new team member training

• Monitoring and controlling operations daily/weekly (with timely reactions to various 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

• Excellent 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

• Exceptional 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.

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