Support Team Lead (Backoffice)

The Service Core Payments team is responsible for solving problems related to money transfers, monitoring bank payment processing, and proactively recognising and resolving major processing issues. Our aim is to identify a disruption before it impacts customers, ensuring we always deliver a wow experience.

We're looking for a skilled Team Lead to manage our Service Core Payments team. You'll be collaborating with product teams and banking partners to address payment and processing-related issues. We need someone who can build a solid team to operate effectively as we scale our payments infrastructure.

Up for the challenge? Let's get in touch.

What you'll be doing

• Managing and mentoring a team of 10+ specialists across our office locations
• Monitoring and improving team performance, ensuring the delivery of established KPIs
• Developing standard operating procedures, creating workflows, and documenting processes
• Escalating issues to our banking partners and payment processors
• Cooperating with the Product team to improve features and automate processes
• Working in tandem with the Support team to improve customer resolutions related to our features
• Monitoring bank payment integrations, proactively recognising and resolving processing issues
• Hiring talented and highly-motivated team members, recognising and developing their skills
• Taking ownership of difficult problems, resolving ongoing issues, and being a leader in the workplace

• Fluency in English
• Excellent communication skills and an understanding of banking terms
• A bachelor's or master's degree
• 1+ years of team management experience, managing a team of around 10 employees
• Experience in financial services (preferably in payments, operations, or support)
• The ability to break complex problems into smaller ones by analysing data using tools such as SQL and Excel
• An understanding and experience with most payments infrastructures, including SWIFT, SEPA, ACH, and Faster Payment
• Confidence explaining issues with ease in a customer-friendly manner
• To be an objective decision maker
• The ability to organise and prioritise to deliver high-quality work

Nice to have

• Experience with Jira, Confluence, Slack, and Excel

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 65+ 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.