Support Team Lead (Retail)

TL;DR

Support Team Lead (Retail): Managing and motivating a customer support team to deliver high-quality service for a global financial super app with an accent on performance metrics, SLA adherence, and process optimization. Focus on leading daily operations, resolving complex customer issues, and fostering a culture of continuous improvement within the support department.

Location: Onsite in Mexico City

Company

Revolut is a global financial super app providing spending, saving, and investment services to over 75 million customers worldwide.

What you will do

• Manage and lead a team of 5–10 FTEs to ensure high productivity and quality standards.
• Monitor daily performance metrics and ensure consistent adherence to SLA expectations.
• Conduct regular 1:1 meetings, team syncs, and performance reviews.
• Identify and challenge existing processes to drive continuous operational improvement.
• Take ownership of complex escalations and resolve ongoing service issues.
• Collaborate with internal teams and stakeholders to maintain high service levels.

Requirements

• English: C1+ level required
• 1+ years of experience managing a team of 5+ FTEs
• Proven experience in customer support operations.
• Ability to work effectively under pressure and manage multiple projects simultaneously.
• Strong communication skills for interacting with internal teams and external stakeholders.
• Demonstrated sound judgment and leadership capabilities.

Culture & Benefits

• Work in a multicultural, fast-paced environment focused on innovation.
• Access to a diverse and inclusive workplace supported by a dedicated D&I framework.
• Opportunity to contribute to a rapidly growing global financial product.
• Certified Great Place to Work environment.