Customer Operations: Weekend

Monzo

Company Type
Industry
Responsibilities
Workhours

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 will be:

  • Talking directly and honestly with our supporters and customers, developing a deep understanding of what our community really wants from a digital bank.
  • Proactively refining our operations processes and procedures, and informing development of our internal tools, so that we can continue to grow our user base without compromising our customers' experience.
  • Managing our business operations task, from making sure all our merchants have the right emoji to verifying identity documents.
  • Understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who are responsible for building our apps).
  • 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, our tools or our product to make our customers truly delighted by banking.

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, super organised and love working remotely.
  • You want to be part of the team that makes Monzo!

Logistics:

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.

Interview and onboarding process:

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.

 

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Confirmed 10 hours ago. Posted 30+ days ago.

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