Subject Matter Expert (GlobalHire)

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 70+ 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 13,000+ 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 first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut.

We're looking for a Subject Matter Expert to bridge our front-line support agents with the Product team for Revolut GlobalHire, our new Employer of Record (EOR) product.

You'll be at the centre of a complex ecosystem, becoming an internal expert on the feature, supporting teams to handle complex HR, payroll, and cross-border compliance cases, and providing outstanding service to our customers.

Up to shape what's next in finance? Let’s get in touch.

What You'll Be Doing

• Being the technical expert for our global talent products, providing guidance and resolving ambiguity for our internal support teams
• Leading the end-to-end coordination of complex cases, managing their lifecycle across Customer Support, Product, and Operations teams
• Building and taking full ownership of our internal operations playbooks, ensuring seamless execution
• Designing and delivering specialised training programmes, ensuring team members are experts on our latest product features and global HR updates
• Identifying systemic gaps or friction points and collaborating with Product teams to project-manage improvements that elevate customer and agent experience
  
  

What You'll Need

• Fluency in English
• 2+ years of experience in a customer support or product specialist role, responding to and managing complex HR queries
• A solid understanding of support tools and documentation platforms
• A track record of managing high-stakes, multi-stakeholder cases
• Exceptional attention to detail and a solution-oriented mindset
• Excellent communication and collaboration skills, with the ability to work cross-functionally among teams
• A proactive and self-motivated attitude to apply a high level of ownership and have an impact in a fast-paced, evolving environment
• Genuine empathy and a customer-centric approach
  
  

Nice to have

• Experience working on HR tech or B2B SaaS products
• Familiarity with the concepts and operational challenges of global hiring models, as well as managing and paying remote international teams
• A background in creating training modules, internal knowledge bases, or playbooks
  
  

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

Important notice for candidates:

Job scams are on the rise. Please keep these guidelines in mind when applying for any open roles.

• Only apply through official Revolut channels. We don’t use any third-party services or platforms for our recruitment.
• Always double-check the emails you receive. Make sure all communications are being done through official Revolut emails, with an @revolut.com domain.
  
  

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.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Revolut. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Revolut may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Revolut's Candidate Privacy Notice