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Revolut is a fintech super app serving 70+ million customers globally with products spanning spending, saving, investing, exchanging, and travel. The company has 13,000+ employees and is certified as a Great Place to Work.
As a Support Specialist based in Tokyo, you will be the voice of our customers, handling formal complaints and ensuring fair, transparent resolution processes. This role sits at the intersection of customer advocacy and regulatory compliance, requiring close collaboration with product, quality assurance, and internal teams.
Key responsibilities include:
- Processing incoming formal complaints within regulatory deadlines
- Conducting root-cause analysis and quality control on complaint resolution
- Designing and improving internal complaint-handling procedures
- Maintaining accurate, accessible archives of complaint data
- Collaborating cross-functionally with Product and QA teams
- Staying current with relevant financial regulations and compliance requirements
- Taking ownership of problems and policies from end to end
You will need a bachelor's degree, 18+ months of customer service experience, and fluency in both English (C1+) and Japanese (C1+). Strong analytical skills, attention to detail, excellent communication abilities, and empathy are essential. The role offers career progression opportunities within Revolut's growing organization.
