Subject Matter Expert Support

@ Revolut

About 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. Their powerhouse of products – including spending, saving, investing, exchanging, travelling, and more – help over 65 million customers get more from their money every day.

About the Role

Revolut is seeking a Subject Matter Expert Support with in-depth knowledge of customer support operations and Mexico-specific products. In this role, you will bridge product expertise with exceptional service delivery, maintain internal knowledge, drive communication, and collaborate across various teams to enhance overall customer experience.

What You'll Be Doing

• Creating and maintaining internal knowledge base content on Mexico products.
• Ensuring front-line teams have accurate and timely product information.
• Collaborating with Learning & Development to update training materials.
• Driving internal communication through FAQs, forms, and support documents.
• Partnering with Product Owners for product changes and bug resolutions.
• Analyzing customer feedback and leading root-cause analysis.
• Collaborating with Research, Quality, and Complaints teams on improvements.
• Coordinating with the Product team to report on customer satisfaction.

What You'll Need

• Fluency in English.
• Experience in customer support, preferably fintech.
• Knowledge of support tools (Confluence, Zendesk).
• Excellent communication and cross-functional collaboration skills.
• Proactive, self-motivated with strong ownership.
• Empathy and a customer-centric mindset.
• Exceptional attention to detail and problem solving abilities.
• Ability to thrive in a fast-paced, evolving environment.

Key skills/competency

• Customer Support
• Mexico Products
• Internal Communication
• Knowledge Management
• Cross-functional Collaboration
• Training Development
• Root-cause Analysis
• Feedback Analysis
• Fintech
• Documentation Platforms