Customer Support Representative

Monzo Bank Limited

Job Overview

Location

Remote (US)

Job Type

Full-time

Full Job Description

📋 Description

• At Monzo, we're not just building a bank; we're revolutionizing how people interact with their money, making it work for everyone through clarity, simplicity, and empowerment. As we expand our innovative digital banking services to the U.S., we are seeking passionate and driven individuals to join our foundational Customer Operations team. This is a unique opportunity to be at the forefront of building Monzo's presence in the American market, shaping the future of customer support for a rapidly growing fintech company.
• As a Customer Support Representative, you will be the primary point of contact for our early U.S. customers, playing a pivotal role in establishing Monzo's reputation for outstanding customer service. You will be instrumental in resolving customer inquiries, identifying product issues, and providing invaluable feedback directly to our product and engineering teams. Your insights will directly influence product development and operational improvements, ensuring we consistently deliver a world-class banking experience.
• Your day-to-day will involve a dynamic range of responsibilities, all centered around delivering exceptional customer support. You'll investigate and resolve customer complaints and disputes with professionalism, empathy, and a commitment to fairness. Communication will be key, engaging directly and honestly with customers through various channels, with a primary focus on calls and in-app chat, but also extending to social media and email as needed. This direct interaction will foster a deep understanding of our community's needs and desires from a digital banking product, helping us prioritize future development.
• A critical aspect of this role is proactively identifying patterns in customer feedback. By analyzing trends and common issues, you will pinpoint areas where our processes, tools, or product can be enhanced. This proactive approach is vital for continuous improvement and for preventing recurring problems. You will also collaborate closely with our financial crime team, acting as a crucial first line of defense by identifying and investigating suspicious activities and trends.
• You will be adept at handling complex, payments-related queries. This involves thoroughly investigating issues when things go wrong, ensuring swift and accurate resolution, and restoring customer confidence. Beyond individual issue resolution, you will contribute to the growth and development of the customer support team. This includes serving as a point of escalation for challenging cases and mentoring new joiners, ensuring a consistent standard of service. Your role extends to championing a customer-centric culture throughout the company, reinforcing the importance of building the best banking product in the world.
• We are looking for individuals who not only understand what great customer support looks like but are genuinely passionate about delivering it at scale. You should possess excellent communication skills, with the ability to explain complex information clearly and concisely, supported by flawless written English. A delight in investigating complex problems, uncovering root causes, and implementing effective solutions is essential. You will be friendly, focused, and exceptionally organized, thriving in a fast-paced environment where adaptability to constant change is paramount.
• Comfort with ambiguity and the ability to work independently are key attributes for success in this early-stage startup environment. You should be excited by challenges and eager to be a core part of the team that builds Monzo's U.S. operations from the ground up. This role offers a unique chance to contribute significantly to a mission-driven company that prioritizes fairness, transparency, and customer empowerment in the financial sector. By joining us, you will be directly impacting the lives of our customers and helping to redefine digital banking in the U.S.
• This role is fully remote and requires availability to work hours between 9 am-6 pm EST, Tuesday through Saturday. We are seeking individuals who are eager to contribute to an early-stage startup and are excited about the opportunity to build Monzo in the U.S. You will see customer support as central to the product we are building, and may leverage the knowledge gained in this role to scale an operational area at Monzo in the future. You will be a problem solver and a strong advocate for customer experience, not afraid to troubleshoot tough problems and work collaboratively with the team to find solutions and build processes for the future.

🎯 Requirements

• Proven experience in a customer support or service role, with a strong understanding of customer service best practices.
• Excellent communication skills, both written and verbal, with the ability to explain complex information clearly and empathetically.
• Strong problem-solving abilities, with a knack for investigating issues, identifying root causes, and implementing effective solutions.
• Comfortable working independently in a fast-paced, adaptable, and sometimes ambiguous remote environment.

🏖️ Benefits

• Competitive salary of $47,000 - $51,200 per year.
• Comprehensive Health, Dental, and Vision Insurance.
• Generous 401k plan with a 4% employer match.
• 32 days of vacation and public holidays per year, with a mandate to take all days off.

Skills & Technologies

REST

Remote

$47k-51k

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Monzo Bank Limited

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About Monzo Bank Limited

Monzo Bank Limited is a UK-regulated digital bank offering personal, joint, and business accounts, savings, loans, overdrafts, and mortgages via a mobile-first platform. Licensed by the PRA and FCA, it provides real-time spending notifications, budgeting tools, and fee-free foreign transactions. Founded in 2015 as Mondo, it rebranded in 2016 and serves over nine million customers.

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