Subject Matter Expert

Office: Barcelona - Lisbon - Madrid - Porto- Remote: Portugal - SpainAbout Revolut

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 45+ million customers get more from their money every day.

As we continue our lightning-fast growth,‌ 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work. So far, we have 10,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Our Customer Support team is the public face of the company and provides first-class front-line support to our millions of customers. We’re also internal customer champions, working with product teams to ensure users stay at the forefront of everything Revolut does.

We are looking for a Subject Matter Product Expert with a Customer Support background.

If you agree that ultimate user satisfaction is the leading growing force of business, keep reading.

If you are ready to put your experience and ideas into practise to improve products and services, keep reading.

If you’re ready to join us in delivering WOW to our customers - let’s get in touch

What you’ll be doing
- Providing technical support. Being the first-line support and assisting customers with troubleshooting and resolving issues
- Testing and diagnosing bugs. Replicating customer-reported issues and assisting in diagnosing bugs in the software or hardware
- Escalating issues. Escalate complex technical issues to the product engineering team in a structured manner by gathering all relevant information from the customer.
- Training and Onboarding. Helping new customers understand and utilise the products and system efficiently.
- Documenting solutions. Maintaining and updating knowledge base articles, FAQs, user guides, and training materials for internal and external use.
- Collaborating. Having the ability to work closely with stakeholders to gather insights and knowledge, ensuring a deep understanding of system requirements and customer needs.
- Analysing customer-reported issues and proposing innovative solutions based on data insights.

What you'll need
- Fluency in English
- 1+ year background of working in Support
- A collaborative mindset, able to work seamlessly with cross-functional teams and stakeholders
- Empathy, and love for helping people
- The ability to handle difficult customers and stressful situations calmly.
- Attention to detail and the ability to handle complex issues with accuracy

Nice to have
- Previous experience in a position as a Subject Matter Expert and/or the first-line support representative

**Benefits at Revolut**:

- No ping pong tables or bean bag chairs, just benefits you actually want**Get what you need to succeed**:
- Financial benefits that show we value your work
- Flexibility to work from home, the office or abroad
- A free Revolut Metal subscription loaded with perks
- Exciting events year-round so you can get to know your team- Check out Benefits- Discover our values
- We believe that any success at Revolut comes from two things: our people and our culture. Our culture is our DNA, it defines who we are, how we operate, and how we handle disagreements with each other. We operate, hire, develop, and promote brilliant people based on the values below.
- Culture

Get It Done
- Revoluters always push through We stopped listening to excuses a long time ago - we care about results. We believe that grit, determination, skill, smartness, and courage can break through almost any wall.Deliver WOW
- We love building great products, we love delighting our customers, we love turning the complexity of a chaotic world into the simplicity of a beautiful solution that truly solves customer needs.Dream Team
- We select, coach, and retain the top talent only and give them all the support to achieve greatnessNever Settle
- Revolut is for those who always strive for excellence, for those who want to become the best in the world at what they do, for those who would never settle for less. Revolut is for 10x people.Think Deeper
- Logic, reason, and common sense prevail over everything else in decision making at Revolut. We are open-minded, we listen, and we are always in search of the truth.