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Revolut is a fintech company on a mission to give people more from their money through products spanning spending, saving, investing, exchanging, and travel. With 70+ million customers and 13,000+ employees globally, the company is scaling rapidly while maintaining a strong culture and employee experience.
As a Support Specialist (Complaints), you will be the owner of Revolut's complaint-handling process in the Tokyo market. This role sits at the intersection of customer advocacy, regulatory compliance, and operational excellence. You'll handle incoming formal complaints within regulatory deadlines, conduct root-cause analysis, and work cross-functionally with Product, Quality Assurance, and other teams to resolve issues and improve customer experience.
Key responsibilities include:
- Processing formal complaints within regulatory timeframes
- Identifying, analyzing, and resolving customer issues
- Establishing and refining internal complaint-handling procedures
- Maintaining a centralized, accurate archive of complaint data
- Collaborating with internal teams (Product, QA) to drive systemic improvements
- Ensuring compliance with relevant financial regulations and industry standards
- Taking ownership of problems end-to-end, going above and beyond standard procedures
- Staying current with regulatory requirements affecting complaint handling
You'll need a bachelor's degree, at least 18 months of customer service experience, and fluency in both English and Japanese at C1+ level. Strong analytical skills, attention to detail, empathy, and an independent problem-solving mindset are essential. Experience in investigative work, retail customer service, or insurance is a plus.
This is an opportunity to shape Revolut's customer experience in a key market while working with a diverse, mission-driven team in a company recognized as a Great Place to Work.
