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Customer Experience Manager

hace 2 meses

Xico, México Revolut Ltd A tiempo completo

About Revolut

Revolut is a financial technology company that provides a range of financial services to individuals and businesses. Our mission is to deliver more visibility, control, and freedom to our customers through our innovative products and services.

Our Culture

We value our people and our culture, and we're committed to creating an exceptional employee experience. We've been recognized as a Great Place to Work and we're proud of our diverse and inclusive workplace.

The Role

We're looking for a Customer Experience Manager to join our team in Mexico to help build and scale our Revolut Business product. As a Customer Experience Manager, you'll be responsible for creating a best-in-class customer experience by working closely with our product teams, research, quality, and complaints teams.

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'll 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 startup 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

What We Offer

  • Financial benefits that show we value your work
  • Medical insurance for you and your close ones
  • Flexibility to work from home, the office, or abroad
  • A free Revolut Metal subscription loaded with perks
  • Exciting events year-round so you can get to know your team