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Customer Operations Specialist

Title: Customer Operations Specialist

Location: Remote (US)

Remote (US) | $50,000 – $60,000 + Benefits | Hear from the team
About us:

Monzo is one of the top fintechs in Europe. In the last few years, we’ve built a banking app that our customers love with extremely high daily engagement, an industry leading net promoter score, and award-winning customer support. We’ve raised over $1 billion from YCombinator, Stripe, Coatue, Eric Schmidt, Mike Moritz, and others – most recently at a $4.5bn valuation.

We’re just getting started in the US: We’re a small team operating like an early stage startup but with the financial, operational, and engineering platform muscle of a larger company. We’re focused on launching an amazing US product, shipping and iterating quickly, and finding product market fit. We’re looking for highly driven, enterprising people to help us achieve our mission to make money work for everyone.
About You:
You’re a recent graduate or someone with a few years’ work experience. You’re keen to get involved in an early stage startup and excited for the opportunity to build Monzo in the US. You see customer support as central to the product we are building, and might use the knowledge you develop in this role to scale an operational area at Monzo in the future.

You’ll be a problem solver and a strong advocate for customer experience
We’re looking for someone who isn’t afraid to troubleshoot tough problems. When something comes up that no one has seen before you’ll work directly with the rest of the team to solve the issue, and help build a process to tackle the same problem in the future. You’ll listen to customers’ concerns with positivity, empathy and patience. You’ll fix whatever’s up and help us stop it from happening again.

Customers are the heart of Monzo
In the UK we’re known for our outstanding customer support. We’re looking for help building the foundation for our Customer Operations team in the US. You’ll be the first point of contact for some of our early US customers. You’ll be tackling questions, identifying bugs, and feeding back directly to our product and engineering teams.

Our mission is to make money work for everyone, and while having a great app is part of that, having access to world class customer service is another. By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better. This is a unique opportunity to help us shape what customer service will look like as we expand into the US.
Your day-to-day:

  • You know what great customer support looks like and you’re passionate about delivering it at scale
  • Providing the best customer support by talking directly and honestly with our customers through a variety of different mediums, focusing on calls and in-app chat, but can include social media platforms and email when needed
  • Developing a deep understanding of what our community really wants from a digital banking product and helping us prioritize what we build accordingly
  • Proactively spotting patterns in customer feedback to see where we can make positive changes to our processes, tools, or product
  • Working closely with our financial crime team to act as the first line of defense to help spot and investigate trends
  • Dealing with tricky payments-related queries; investigating when things go wrong and making sure we set it right
  • Supporting other members in the customer support team by being a point of escalation and mentoring new joiners. Making sure the rest of the company stays customer-focused and fixated on building the best banking product in the world

You should apply if:

  • You know what great customer support looks like and you’re passionate about delivering it at scale
  • You’re great at explaining things to people, and have flawless written English
  • You are proficient in Spanish and comfortable speaking with and writing to customers in Spanish
  • You delight in investigating complex problems, getting to the root cause, and fixing them
  • You’re friendly, focused, and super organized
  • You’re comfortable working in a fast-paced environment and adaptable to constant change
  • You’re comfortable with ambiguity and able to work independently
  • You’re excited for a challenge and want to be part of the team that makes Monzo!

In addition to the above, we’d also love to hear from anyone with:

  • experience in a support/service role for a financial services company or technical support organization
  • interest in financial technology
  • previous experience in a training or coaching role or experience managing cross-functional projects

The interview process:

Our interview process involves 3 main stages:

  • initial phone call
  • a practical written exercise, and
  • 2 or 3 video interviews

Our average process takes around 4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process where you can ask any specific questions you might have.
What’s in it for you:

$50,000 – $60,000 + plus stock options & benefits

This role has the option of being fully remote within the US. We have small offices in San Francisco and New York where team members regularly work together. A few times a year, the whole team meets up in a different location in the US for teamwork and socializing

Learning budget of $1,500 a year for books, training courses and conferences

And much more, see our full list of benefits here

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.