CX Operations Analyst
- 🇨🇴 Colombia
- Remote
- Manager or above
- 3 hours ago
- Regulatory Compliance
- AI
- SQL
- Python
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 80+ 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 CX Operations Analyst to ensure our Customer Support team is operating at the best quality performance. You'll work closely across teams, supporting Analysts and their line managers to deliver the best outcomes for customers.
Up to shape what's next in finance? Let’s get in touch.
What you’ll be doing
- Driving customer experience (CX) operational performance, service quality, and SLA compliance in Colombia
- Ensuring regulatory compliance through robust, audit-ready operational frameworks and controls
- Identifying customer journey friction and service bottlenecks, implementing scalable solutions
- Developing data tools and dashboards to monitor KPIs, team performance, and customer satisfaction
- Analysing Voice of the Customer (VoC) data to identify trends and inform product and process improvements
- Optimising CX processes and workflows to improve operational efficiency and service delivery
- Developing and maintaining customer support content tailored to the Colombian market
What you'll need
- A background in CX operations, QA, L&D, or process optimisation within fintech, banking, or high-tech environments
- Knowledge of financial regulations and consumer protection frameworks
- Solid analytical capabilities
- Practical experience leveraging AI to scale operational efficiency and eliminate manual tasks
- Fluency in English (C1 level) and Spanish
- The ability to collaborate across global teams
- A demonstrated ability to work independently, navigate ambiguity, and deliver high-impact results in fast-scaling environments
Nice to have
- Proficiency in SQL and Python
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'sCandidate Privacy Notice
CX Operations Analyst · Revolut