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Revolut is a global fintech company on a mission to give people more from their money through products spanning spending, saving, investing, exchanging, and travel. With 80+ million customers and 13,000+ employees worldwide, Revolut is scaling rapidly and seeking talented people to help redefine financial services.
The Support Specialist (Backoffice) role is part of Revolut's Customer Support team, which serves as the first point of contact for millions of customers globally. This position focuses on backoffice support operations, specifically handling customer chargeback requests and disputes resolution.
Key Responsibilities:
- Investigate and resolve customer chargeback requests using standard procedures with accuracy and care
- Support core product functionality to efficiently solve customer chargeback-related queries
- Handle basic FAQs and troubleshooting independently; escalate complex cases appropriately
- Deliver high-quality, efficient support on frequent and less complex requests
- Gather relevant information in a structured manner to conduct thorough investigations
- Perform root-cause analyses (RCA) using established methodologies to ensure accurate outcomes
- Meet service level agreements (SLAs) consistently while maintaining quality standards
- Communicate clearly and simply to ensure excellent customer experience
The role includes 24/7 coverage support, which means night and weekend shifts may be required. All shift premiums are fully compensated.
Requirements:
- Bachelor's degree (must be able to provide at least a provisional certificate)
- Minimum 18 months of customer service experience
- Fluency in English at C1 level or higher
- Excellent verbal and written communication skills
- Experience in chargeback, fraud, and disputes resolution processes
- Empathy and genuine desire to help people
- Self-motivated with drive and highly flexible team-player attitude
- Independent, problem-solving approach
Nice to Have:
- Customer service experience in financial services industry
- Investigative experience
