We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (Weekend) team.
We're building the best possible banking experience for and with our community of customers. We aim to delight people by making their financial lives simpler, and while having a great app is part of that, we pride ourselves on providing world-class support.
Our customer operations team 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 and with minimal fuss. You'll be the first point of contact for every single one of our users who have a question, problem, feedback or even compliments!
You'll listen to their concerns with positivity, empathy and patience, and you'll get deep into the detail of how payment systems actually work to resolve the problem for them and to prevent it from happening again. We provide the tools and training you need so that you can understand and resolve issues, rather than following a script and passing customers off.
You'll need to be proactive, spotting patterns in the frustrations or hopes of our users, seeing where we can change our processes, our tools or our product to make our customers truly delighted by banking.
Work will generally be remote, with the possibility to come visit the office whenever convenient. This position comprises two 8-hour shifts on Saturday and Sunday with a start time from 7am to 12pm.
The interview process will be a take-home task and half a day in our office in London to meet each other through one-on-one interviews and a collaborative task with a small group of other candidates.
You will be in training for your first two weeks (Monday-Friday) generally between 09:00-18:00 but we can be flexible to fit around personal circumstances e.g. childcare or university courses. We will cover your expenses to come to our office in London for the 2-week initial training, and to say hi once a quarter.
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.