We're looking for someone who loves solving problems and making people happy.
Our customer operations team is at the heart of Monzo: we're building a bank for and with our customers, and you'll be the first point of contact for every one of them. You'll help them through their problems and listen to their concerns with positivity, empathy and patience, and you'll get deep into the nitty gritty of how payment systems actually work and what can go wrong where!
Every day you will be:
- answering questions from our community of users with honesty and positivity.
- proactively refining our operations processes and procedures, so we can continue to grow our user base without compromising our customers' experience.
- talking directly with our supporters and customers, developing a deep understanding of what our community really wants from a digital bank.
- conveying our customers' feedback and feature requests to the product team.
- ensuring the rest of the company remains customer-focussed and fixated on building the best bank account in the world.
You'll need to be proactive, spotting patterns in the frustrations or hopes of our users, seeing where we can change our processes or our product to make our customers truly delighted by banking.
You will be a great communicator, and have no difficulty explaining things clearly and concisely by email, in-app chat or phone. Ideally, you'll also have native-level fluency in a European language so that you can help us serve our users well as we begin to expand across the world.
As an early member of our customer support team, you'll have plenty of opportunities to progress and define your own role and specialism as the team grows.
We pride ourselves on providing speedy, knowledgeable help to our customers around the clock, so you'll need to be comfortable with working occasional evening shifts and one weekend day each month.
You should apply if:
- You're great at explaining things to people, and have flawless written English.
- You delight in investigating awkward problems, getting to the root cause and fixing it.
- You know your way around social networks, and technology interests you.
- You're friendly, positive, and super organised.
- You're available to work occasional evening shifts and one weekend day each month.
- Bonus points for native-level fluency in French or German.
Benefits:
Salary will be around £25k plus stock options. You'll receive time off in lieu for evening or weekend shifts.
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.
