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!
What you’ll be doing:
- 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.
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 Saturday and Sunday.
Benefits:
You’ll be earning £12 per hour (this is equivalent to £25k). You’ll be provided with the equipment you need to do the role e.g. a work Macbook and screen.
We’re looking for someone to work Saturday and Sundays; either between 8am to 5pm, 9am to 6pm or 11am to 8pm (with an hour lunch break). You’ll have the option to change shifts depending on what you’d prefer and can also work extra days in the week if you wanted to.
You’ll get to work from home, and we’ll cover your expenses to come and visit the office in London for training and say hi every few weeks. You’ll need to be available to come and train in the office for 1-2 weeks when you start. This is generally from 9am to 6pm but you can absolutely be flexible to fit around personal circumstances e.g. childcare, university courses.
