Customer Support Representative
Customer Support Representative
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$ 42000 - 52000
1 Vacancy
Job Description
Were on a mission to make money work for everyone.
Were waving goodbye to the complicated and confusing ways of traditional banking.
After starting as a prepaid card our product offering has grown a lot in the last 10 years in the UK. As well aspersonal and business bank accounts we offer joint accounts accounts for 1617 year olds a free kids account and credit cards in the UK with more exciting things to come beyond. Our UK customers can also save invest and combine their pensions with us.
With our hot coral cards and getpaidearly feature combined with financial education on social media and our award winning customer service we have a long history of creating magical moments for our customers!
Were not about selling products we want to solve problems and change lives through Monzo
Remote (US) or Hybrid if live near San Francisco or New York $42000 $52000 Benefits Hear from the team
** We ask that if you have been unsuccessful in applying for this role within the last 6 months that you do not reapply at this time **
About us:
Monzo is a leading financial technology company we were founded to make money work for everyone. With that in mind Monzo is investing to accelerate our US expansion. Were 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. Were focused on building an amazing US product shipping and iterating quickly and deepening our product market fit. Were looking for highly driven enterprising people to help us achieve our mission and bring the Monzo magic to the US.
About You:
Youre 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.
Youll be a problem solver and a strong advocate for customer experience
Were looking for someone who isnt afraid to troubleshoot tough problems. When something comes up that no one has seen before youll 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. Youll listen to customers concerns with positivity empathy and patience. Youll fix whatevers up and help us stop it from happening again.
Customers are the heart of Monzo
In the UK were known for our outstanding customer support. Were looking for help building the foundation for our Customer Operations team in the US. Youll be the first point of contact for some of our early US customers. Youll 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 daytoday:
- You know what great customer support looks like and youre 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 inapp 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 prioritise 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 paymentsrelated 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 customerfocused and fixated on building the best banking product in the world
Role Requirements
- Youre willing to work shifts scheduled within 8am10pm ET.
- Youre willing to work at least one weekend day (Saturday or Sunday)
- You are willing to work on rotational shifts (youll be provided advanced notice)
- Youre 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
- Youre friendly focused and superorganised
- Youre comfortable working in a fastpaced environment and adaptable to constant change
- Youre 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 customerfacing 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. If you have any questions please email me on
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
- North Carolina
Whats in it for you:
$42000 $52000
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 $1500 a year for books training courses and conferences
And much more see our full list of benefits here
#LINE #LIREMOTE
Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were embracing diversity by 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. You can read more in our blog 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
Were 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.
If you have a preferred name please use it to apply. We dont need full or birth names at application stage
Required Experience:
Unclear Seniority
Employment Type
Full Time
