Subject Matter Expert; Retail

Puesto: Subject Matter Expert (Retail Support)
Location: Ciudad Nezahualcoyotl

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 75+ 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 13,000+ 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

Our Customer Support team is the first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut.
We're looking for a Subject Matter Expert with a deep understanding of customer support operations and local products. You’ll play a key role in bridging product knowledge with exceptional service delivery. You’ll be responsible for maintaining internal knowledge, driving communication, and collaborating across multiple teams to enhance the overall customer experience.
Up to shape what's next in finance? Let’s get in touch.

What you'll be doing

Creating and maintaining internal knowledge base content related to local products
Ensuring front-line teams have accurate and timely product information
Collaborating with the Learning & Development team to update training materials and coordinate training sessions as needed
Driving internal communication initiatives, such as FAQs, forms, and relevant support documents
Partnering with Product Owners to manage product changes, resolve bugs, and support configuration-related queries
Analyzing customer feedback to identify areas for improvement
Leading root-cause analysis processes to address key issues
Collaborating with Research, Quality, and Complaints teams to identify root causes of negative experiences
Implementing improvement strategies based on findings
Coordinating with the Product team to provide visibility into customer satisfaction and dissatisfaction for assigned features

What you'll need

Fluency in English
Experience in customer support, preferably in a product-focused or fintech environment
A solid understanding of support tools and documentation platforms, such as Confluence and Zendesk
Excellent communication and collaboration skills, with the ability to work cross-functionally
A proactive and self-motivated attitude with a high level of ownership
Genuine empathy and a customer-centric mindset
Exceptional attention to detail and problem-solving abilities
The ability to work in a fast-paced, evolving environment

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.