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Salary: PLN 6,900 - 7,300 / monthly
Revolut is seeking a Support Specialist (Complaints) fluent in Japanese to join its customer support team across Poland, Portugal, or Spain. This role is central to Revolut's mission of delivering exceptional financial services to 65+ million customers worldwide.
You will oversee the complaints process, ensuring it is fair, transparent, and compliant with regulatory requirements. Your responsibilities include handling incoming formal complaints within regulatory deadlines, conducting root-cause analysis, and collaborating with internal teams (Customer Service, Product Development, Quality Assurance) to resolve issues and implement improvements. You'll maintain a central archive of complaint data, ensure accurate record-keeping, and stay current with industry regulations and compliance standards.
Key responsibilities:
- Handle formal complaints within regulatory deadlines
- Identify, analyze, and resolve issues; implement improvements
- Establish and improve internal complaint-handling procedures
- Conduct root-cause analysis and quality control
- Collaborate across teams to ensure efficient complaint resolution
- Maintain accurate, accessible complaint records and archives
- Ensure fair treatment of customers and regulatory compliance
- Take ownership of problems and procedures end-to-end
- Manage your own working hours for work-life balance
Required qualifications:
- Bachelor's degree (provisional certificate acceptable)
- 18+ months of customer service experience
- Fluency in English (C1+ level)
- Fluency in Japanese (C1+ level)
- Excellent communication and analytical skills
- Strong attention to detail
- Empathy and problem-solving ability
- Self-motivated, flexible team player
Nice-to-have: investigative experience, retail customer service or insurance background.
