Support Specialist – Complaints Resolution

Job Description

Support Specialist (Complaints) with Lithuanian | Revolut

The Tone:
This is a full-time role at Revolut, based in Lithuania, supporting the Customer Support team. Revolut is a financial technology company dedicated to giving its 80+ million global customers greater visibility, control, and freedom over their money through a wide range of products including spending, saving, investing, and travel features. This Support Specialist role is critical for upholding Revolut’s commitment to outstanding customer service by directly overseeing and resolving formal complaints, ensuring fairness, transparency, and compliance with regulatory standards.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person – Lithuania
• Pay: EUR1,800–EUR2,000 monthly
• Team: Customer Support team
• Mission: Owns the process of handling formal customer complaints fairly and transparently, ensuring root-cause analysis and regulatory compliance.

What You’ll Actually Do
• Complaints Handling: Promptly handle all incoming formal customer complaints, ensuring each is addressed and resolved within established regulatory deadlines.
• Issue Resolution: Diligently identify, analyse, and resolve underlying issues contributing to customer complaints, aiming for comprehensive and lasting solutions.
• Process Improvement: Continuously set up and improve internal complaint handling procedures to enhance efficiency, fairness, and transparency for customers.
• Data Management: Organise and maintain a central, accurate, and easily accessible archive of complaint data, ensuring meticulous record-keeping for analysis.
• Collaboration & Compliance: Collaborate closely with internal teams like Product and Quality Assurance and stay current with regulations to ensure effective and compliant resolution.

The Must-Haves
• Background: A bachelor’s degree (provisional certificate must be provided), indicating a foundational level of academic achievement.
• Experience: A minimum of 18 months of practical experience in customer service roles, demonstrating a proven track record in interacting with and supporting customers.
• Skills:
• Demonstrated fluency in both English (C1+ level) and Lithuanian (C1+ level) to effectively communicate with a diverse customer base.
• Excellent communication skills, coupled with the ability to clearly and simply explain complex financial issues to customers.
• Strong aptitude for numeracy, analytical thinking, and proficiency in IT tools and systems.
• Impeccable attention to detail, crucial for accurate record-keeping and precise problem analysis, alongside an independent problem-solving approach.
• A genuine sense of empathy and a strong drive to assist people, supported by self-motivation and a flexible, team-player attitude.