We’re looking for someone analytical and people-oriented to help us scale our Customer Operations team rapidly, sustainably and without compromising customer experience. You will take ownership of growing the biggest team at Monzo.
Background
The Customer Operations team (COps) is at the heart of Monzo: every person in this team not only cares about our customers’ problems, but is empowered to solve them quickly. We’re building a team who are empathetic, articulate, intelligent, positive and excellent at both understanding and solving complex problems. We’ve had great success so far: the team is now forty talented people and our customers appreciate the effective, human service that we provide.
We’re growing quickly, doubling our user base in just a few months, and we want to continue to provide world-class support to our ever-growing customer base. This means scaling the COps team quickly and carefully without compromising on the quality of people we’re hiring. You can read more about our future plans and the exciting challenges we anticipate here.
Our internal product team are building tools to make each member of the COps team able to use their time more impactfully. At the moment one person is able to support 5,000 users, and we’re working hard to improve this ratio; the long-term aim is for one person to support 100,000 users. This means we’ll need to scale the team rapidly, but not as fast as our user base grows.
About the role
This is one of the most highly leveraged positions at Monzo. Customers growing faster than COps capacity is currently the biggest issue we are facing: a well-resourced, fully-trained team of COps that can meet customer demand is absolutely critical to Monzo’s success. You will spend your time working closely with the Head of Operations and Head of People to scale our Customer Operations team quickly and efficiently while preserving the team’s qualities.
You’ll be responsible for the COps hiring strategy and ensuring that any changes needed elsewhere in the company are made in time to support this. You’ll take an analytical approach to answering questions like:
- What groups of highly qualified people would this role most appeal to, both in terms of the work and the flexible nature of shift-based work?
- How do we reach these people and position this role as the perfect one for them?
- What do we need to change about our tools and processes to accommodate their needs?
- Which sourcing channels should we spend our time on?
- How can we improve our hiring process to get a stronger signal earlier about candidates’ suitability?
- How do we know we’re hiring the right people?
- What are the key people risks in COps and how do we mitigate them?
- What’s the best way to scale this team, e.g should we set up an office abroad dedicated to customer support?
Your first few weeks will be spent:
- learning how we hire, and running our COps hiring process so that you get a really deep understanding of what we’re looking for, how we assess that, and why we care.
- spending time on the front line as part of the Customer Operations team so that you understand the role of the team in depth.
- identifying changes in the hiring process that bring us closer to the perfect balance between rapid hiring and truly exceptional people.
You should apply if:
- You’ve had experience rapidly growing a high-performing team before, or have some great ideas on how to do it!
- You’re not afraid to question the norm: we want to offer the best customer service in the world, and we’re not going to achieve that by doing what everyone else does.
- You can reason logically and you’re comfortable working with data to justify your decisions.
- You thrive under pressure and make things happen, fast.
- You love working out what makes people tick, and how you can get the best out of them.
Benefits
Salary will be around £45k plus stock options
Work will generally be on-site in our office in London, UK, where – if successful – you'll join a small hand-picked team of engineers, designers, product people, and banking experts on a mission to change consumer financial services forever.
