Monzo Bank

Customer Support Representative

Monzo Bank

full-time

Posted on:

Location Type: Remote

Location: Florida • Idaho • United States

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Salary

💰 $47,000 - $51,200 per year

About the role

  • 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
  • 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

Requirements

  • 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!
Benefits
  • Great Health, Dental and Vision Insurance
  • Stock Options
  • Generous 401k with 4% employer match
  • 32 days of vacation and public holidays per year
  • Maternity / Paternity leave
  • much more, see our full list of benefits here
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
customer supportempathyproblem-solvingcommunicationmentoringorganizationadaptabilityindependenceattention to detailcustomer focus