Customer Experience Manager (Wealth & Trading)

| Greater NYC Area
ABOUT THE TEAM
Revolut Trading is the most exciting new business within the unicorn Revolut group. We’re building a global platform for wealth and trading to give Revolut customers unprecedented low-cost and friction-free access to the capital markets, starting with zero-commission stock trading with much more to follow.
Revolut Values
Get it Done: https://youtu.be/Fb5z7jtpSfg 
Think Deeper: https://youtu.be/JahDxVVbxnE
Never Settle: https://youtu.be/Qc7WhBRavfw
Stronger Together: https://youtu.be/Oq6P89sbeKI 
ABOUT THE ROLE
We’re looking for a Customer Experience expert to sit within the Wealth & Trading team at our New York office to support the US launch. Our team is highly technical and detail-oriented, and we love to get down into the nitty-gritty of our in-app processes to make the best possible product. This role is to help build and scale the Wealth & Trading business by creating a best in class customer experience. The Customer Experience Manager (CEM) will take a creative, customer-centric approach to provide the foundational services and solutions implemented by the Revolut global customer support team.
WHAT YOU’LL BE DOING
Working closely with the global chat team to build out the brokerage support playbook
Continuously benchmarking against new and existing training methodologies, tools, and processes to drive training capabilities
Develop a process for improving user CSAT without sacrificing quality parameters
Serve as a subject matter expert for the most complicated of escalations
Demonstrate excellent business analytics to perform root cause analysis activities
Drive continuous support improvement through innovation, including working with product and engineering teams to develop better tool and scalable services
Interacting frequently across different teams to discuss complex topics and issues to improve the customer experience
WHAT SKILLS YOU’LL NEED
Experience managing customer facing teams in a fast-paced start up or retail broker-dealer
Understanding of FINRA rules and regulations
Deep understanding of quality program design, implementation, delivery methods, and processes
You can make a good business case and convince people to help you execute
Experience working with cross functional teams across multiple time zones
You are curious by nature and interested in making an impact
You can break complex problems into smaller ones and enjoy working with data to facilitate your work using tools such as SQL and Excel
Queue, Spike, and Backlog management
Series 7 is required
Series 24 (not required but preferred)

A little about us…When Revolut was founded in 2015, we had a vision to build a sustainable, digital alternative to traditional big banks. Our mission now is to help our customers improve their financial health, empower them to have more control, and promote financial cohesion across the communities in which we operate. Launching into 2020 with 10 million Personal customers and over a quarter of a million Business customers only reinforced our belief in the vast need across the world for better financial services. As our customer base has boomed in the last year, we’ve expanded our team to match that growth. We started 2019 with several hundred employees; we closed it out with 2000.
What we’re looking for…Revolut is being scaled up by people all around the world who share our vision. We’re looking for people who align with our four core values: we Never Settle, we Get It Done because we Think Deeper and we’re Stronger Together. You’re the kind of person who wants to join a community of forward-thinking people, all personally and professionally invested in Revolut’s mission. You thrive in a collaborative space where everyone’s learning from each other, and learning fast. We believe in empowering our Revoluters in their work, giving them autonomy and ownership of what they do. We want everyone at Revolut to own their story and their successes - working with us means you’re not just another cog in the machine.
PERKS AND BENEFITS
You’ll get to work in one of the hottest and fastest growing tech startups in the world right now
• We’ll arm you with all of the latest tech equipment
• Competitive salary
• Competitive 401(k) plan
• Competitive vacation policy
• Flexible work hours

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Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • ParseLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • MeteorFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases

Location

Revolut's New York office is located in the trendy SoHo area. It is walking distance from 4,6,NRW, BDFM, and have some of the best restaurants nearby

An Insider's view of Revolut

How would you describe the company’s work-life balance?

It's simple - we expect you to be an adult. No one says you have to log on by 8:00AM. We're a multinational company and people work at all hours. We also have one of the most generous PTO policies (plus your birthday) out there and we expect you to use it. Take care of yourself, take care of your home life, and you'll come take care of business.

Peter

Head of Regulatory Compliance, US

What does your typical day look like?

Everyday is different and never boring. I get in, put fires out, problem solve a lot with my team, get shit done, go home.

Susan

Recruiting Manager

What are Revolut Perks + Benefits

Revolut Benefits Overview

You’ll get to work in one of the hottest and fastest growing tech startups in the world right now
• We’ll arm you with all of the latest tech equipment (Mac Pros, Wireless Keyboard and Mouse and any other tech equipment needed)
• Competitive salary
• Competitive 401(k) plan
• Competitive vacation policy
• Free dinners
• Flexible work hours

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Happy hours are hosted Once per week.
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Relocation Assistance
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings weekly.
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