Remote Customer Support Representative Job in United States Monzo Bank

Who you are

• You are willing to work at least one weekend day
• 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 willing to work hours between 4am - 1pm PST / 7am - 4pm EST
• 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

Desirables

• 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

What the job involves

• 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

Application process

• A call with a Recruiter
• A practical written exercise
• An interview specific to the day-to-day aspects of the role
• Chance to speak to our recruitment team at various points