Subject Matter Expert (Support) - Mexico City

Office: Mexico City

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 with a deep understanding of customer support operations and Mexico-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.

What you'll be doing

• Creating and maintaining internal knowledge base content related to products in Mexico
• Ensuring front-line teams have accurate and timely product information
• Collaborating with the Learning & Development 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 queries
• Analyzing customer feedback to identify areas for improvement
• Leading root-cause analysis 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

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, evolving environment

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.

Benefits at Revolut

No ping pong tables or bean bag chairs, just benefits you actually want

Get what you need to succeed

• Financial benefits that show we value your work
• Flexibility to work from home, the office or abroad
• A free Revolut Metal subscription loaded with perks
• Exciting events year-round so you can get to know your team

Discover our values

We believe that any success at Revolut comes from two things: our people and our culture. Our culture is our DNA, it defines who we are, how we operate, and how we handle disagreements with each other. We operate, hire, develop, and promote brilliant people based on the values below.