Customer Operations: Squad Captain (Cardiff)


Company Type

We’re looking for empathetic managers, with direct team leadership experience, to lead and motivate our Customer Operations (COps) squads .

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, 24/7 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. We work in small squads of 8-10 people, which are split between communication channels and time periods. For example, some squads specialise in social media responses, others in helping customers over the phone or responding via in-app chat.

As a Squad Captain, you would lead one of these squads providing support to each individual member of your squad and coordinating their work. The key goal of your squad will be to ensure that our customers are happy and satisfied, and their issues are resolved quickly and completely.  

This will involve organising people around you and taking quick action when you see a problem coming - whether it is insufficient number of people covering the right type of queries, a training need, or something going wrong. Your focus will be on helping each member of your team with their personal and professional development, listening, guiding them through hard times and celebrating their successes.

Every day you’ll spend your time:

  • Instilling a strong customer-centric culture and ensuring everyone stays focussed on what really matters: helping our customers with their personal financial lives
  • Coaching and supporting your team
  • Helping your team with the most difficult queries and empowering them to build their knowledge around complex issues
  • Regularly reviewing your team’s customer interactions to identify areas of potential improvement, both individually and structurally
  • Managing performance by giving sometimes difficult feedback and helping your squad members to improve and learn
  • Motivating your squad, particularly through challenging periods, for example, if we have an outage or we’re understaffed from illness
  • Ensuring each member of your team is able to best deploy their strengths

You’ll work closely with other squad captains within COps to share best practices and support each other. You’ll also aggregate the feedback from your squad into our COps scaling team, who are responsible for building and maintaining the tools your team will use all day every day.

You should apply if:

  • You have directly line-managed successful teams of at least 8-10 people to achieve their goals
  • You have an empathetic and developmental leadership style
  • You have experience of motivating teams working on ongoing operational work
  • You have worked in a customer-centric role
  • You are very hands-on and solve problems when you spot them

In order to be an effective squad captain you will need to know the ins and outs of the Customer Operations job, so you will start off as a frontline support daytime COp for your first 2-3 months and if successful will then transition into the COps Squad Captain role.


Salary will be around £25k plus stock options.

You’ll be required to work one day over the weekend every 3-4 weeks for which you'll receive time off in lieu. Day time shifts start between 7am-12pm, on a rota basis and we’ll try to accommodate your other commitments.

We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can - whether to help you meet other commitments or to help you strike a great work-life balance.

The interview process will be 30-minute phone call, a practical exercise, and two consecutive one-hour interviews (from our office in Cardiff).

Work will be on-site in our brand new office in Cardiff, UK, for the first three months. There may be opportunities to work from home after this. If successful, you'll join a growing team of customer operations specialists who, with the help of our exceptional engineers, designers, product people, and banking experts, are on a mission to change banking forever.

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Confirmed 16 hours ago. Posted 30+ days ago.

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