Customer Experience Manager

hace 1 día


Xico, México Revolut Ltd A tiempo completo

About Revolut Ltd

Revolut Ltd is a financial technology company that provides a range of financial services to its customers. We are committed to delivering a world-class customer experience and are looking for a talented individual to join our team as a Customer Experience Manager.

Job Summary

We are seeking a highly skilled and experienced Customer Experience Manager to join our team in Mexico. As a Customer Experience Manager, you will be responsible for coordinating with product teams to provide visibility over customer satisfaction, creating and maintaining a central knowledge base, and working with research, quality, and complaints teams to understand and remediate poor customer chat experiences.

Key Responsibilities

  • Coordinating with product teams to provide visibility over customer satisfaction of assigned features
  • Creating, updating, maintaining, and improving the central knowledge base
  • Working together with research, quality, and complaints teams to understand root cause behind poor customer chat experiences and take necessary steps to remediate these detractors
  • Working together with training teams to update materials and schedule sessions when required
  • Consulting with product owners to map out any upcoming changes that will affect the quality of service provided to customers on chat support

Requirements

  • Fluency in English (C1 level or higher)
  • 3+ years of experience working in customer support
  • Experience managing customer-facing teams in a fast-paced start-up or retail broker-dealer
  • A deep understanding of quality program design, implementation, delivery methods, and processes
  • The ability to make a good business case and convince people to help you execute
  • Experience working with cross-functional teams across multiple time zones
  • To be curious by nature and interested in making an impact
  • The ability to break complex problems into smaller ones and to enjoy working with data to facilitate your work using tools such as Excel or Google Sheets
  • Impressive problem-solving skills
  • Nice to have: experience in financial services or banking

About the Role

This is an exciting opportunity to join a fast-growing company and contribute to the delivery of a world-class customer experience. As a Customer Experience Manager, you will have the opportunity to work with a talented team of professionals and make a real impact on the company's success.



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