Customer Support Representative

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
• Investigate and resolve customer complaints and disputes in a professional and empathetic manner
• 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 defence 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’re willing to work hours between: 9 am-6pm EST Monday-Friday
• You are willing to work on rotational shifts (you’ll be provided advanced notice)
• 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 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 a few main stages:

• A call with a Recruiter
• A call with the Hiring Manager
• A practical written exercise
• An interview specific to the day-to-day aspects of the role

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:

💰 $47,000-$64,000

📍This role is fully remote.  We can only consider candidates who work from one of the following states: Florida, Pennsylvania, Kansas, North Carolina, New Jersey, Nevada, Tennessee, Utah, Idaho, Virginia, and South Carolina

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