Subject Matter Expert

**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. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 60+ 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 closely with product teams to ensure customers stay at the forefront of everything Revolut does.

We're looking for a Subject Matter Expert (SME) with a deep understanding of customer support operations and India-specific products. You’ll play a key role in bridging product knowledge with exceptional service delivery. You’ll be responsible for maintaining internal knowledge, driving communication, and collaborating across multiple teams to enhance the overall customer experience.

If you’re up for the challenge, let’s get in touch.

**What you'll be doing**
- Creating and maintaining internal knowledge base content related to India's products
- Ensuring front-line teams have accurate and timely product information
- Collaborating with the Training team to update training materials and coordinate training sessions as needed.
- Driving internal communication initiatives such as FAQs, forms, and relevant support documents.
- Partnering with Product Owners to manage product changes, resolve bugs, and support configuration-related queriesAnalysing customer feedback to identify areas for improvement
- Leading root-cause analysis (RCA) processes to address key issues
- Collaborating with Research, Quality, and Complaints teams to identify root causes of negative experiences
- Implementing improvement strategies based on findings
- Coordinating with the Product team to provide visibility into customer satisfaction and dissatisfaction for assigned features.
- Acting as a liaison between the Complaints Analysts team and the Nodal Officer by summarising RCA's findings and suggesting actionable improvements.

**What you'll need**
- Fluency in English
- Experience in customer support, preferably in a product-focused or fintech environment
- A solid understanding of support tools and documentation platforms such as Confluence and Zendesk
- Excellent communication and collaboration skills, with the ability to work cross-functionally
- A proactive and self-motivated attitude with a high level of ownership
- Genuine empathy and a customer-centric mindset
- Exceptional attention to detail and problem-solving abilities
- The ability to work in a fast-paced, constantly evolving environment

**Nice to have**
- An active Revolut account and knowledge of our products and services

**_ We won't ask for payment or personal financial information during the hiring process._**_ If anyone does ask you for this, it’s a scam. Report it immediately._

Notice: This is a remote position based in India.