Customer Support Representative

📍Remote (US) | 💰 $42,000 - $52,000 + Benefits | Hear from the team ✨

About us: 

Monzo is a leading financial technology company, with over 8 million customers, committed to providing modern banking solutions. 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. Today we are the 7th largest bank in the UK and we’ve raised over $1 billion from CapitalG, YCombinator, Stripe, Coatue, Eric Schmidt, Mike Moritz, and others – most recently at a $5 billion valuation.

We were founded to make money work for everyone. With that in mind, Monzo is investing to accelerate our US expansion. We’re a small team operating like an early stage startup in the US but with the financial, operational, and engineering platform muscle of a larger company. We’re focused on building an amazing US product, shipping and iterating quickly, and deepening our product market fit. We’re looking for highly driven, enterprising people to help us achieve our mission and bring the Monzo magic to the US.

About You:

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 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

Role Requirements 

• You’re willing to work shifts scheduled within 8am-10pm ET. 
• You’re willing to work at least one weekend day (Saturday or Sunday) 
• You are willing to work on rotational shifts (you’ll be provided advanced notice) 
• You're great at explaining complex topics and have flawless written English
• You have previous experience providing customer support via phone, email and/or chat experiences and know what great customer support looks like. 
• You can demonstrate previous experience working in either Tech or Financial Services  
• 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

Preference for applicants with 

• Previous experience working specifically in Fintech/digital banking experience 
• Previous experience working in a customer-facing role that required high technical knowledge and understanding, and the ability to communicate that information simply across different communication channels
• Previous experience working with financial disputes, financial fraud/crime, and/or complex financial products 

The interview process:

Our interview process involves a few main stages:

• Case Interview (written exercise) 
• Recruiter Screening 
• Behavioral Interview with a member of the Customer Operations team 
• Competency Interview with a member of the Customer Operations leadership team 

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.

Please note that we are licensed to work in the below states and the successful candidate must live and work within one of the below:

• • Delaware
  • Florida
  • New Jersey
  • New York
  • Pennsylvania
  • Virginia 
  • Kansas
  • Kentucky
  • Tennessee 
  • Colorado
  • Idaho 
  • Utah 
  • California
  • Nevada
  • Washington

What’s in it for you:

💰 $42,000 - $52,000

📍 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. 

📚 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.

#LI-SS #LI-REMOTE