Customer Support Representative

💰 $41,000 - $64,000  Benefits | Hear from the team ✨

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. We’re 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. We’re focused on building an amazing US product, shipping and iterating quickly, and deepening our product market fit. We’re looking for highly driven, enterprising people to help us achieve our mission and bring the Monzo magic to the US.

Role Overview

As a member of the Customer Operations team at Monzo, you will play a critical role in supporting our customers. You will be a skilled individual contributor, responsible for both direct customer interactions and for taking ownership of a specialized domain like payment disputes or formal complaints. This role is ideal for an action-oriented problem-solver who is passionate about delivering exceptional customer support, mastering a complex subject area, and driving process improvements that have a lasting impact.

What You'll Do

• Handle Customer Interactions: Manage direct customer interactions and tasks across all channels (chat, email, phone) with patience, empathy, and precision.
• Own a Specialist Domain: Take ownership of a specialized area, potentially acting as an escalation point for the team and managing complex cases from start to finish.
• Investigate & Resolve: Efficiently investigate and resolve a wide range of customer issues, from standard inquiries to escalated cases within your domain, using your advanced product knowledge and troubleshooting skills.
• Manage Key Processes: Follow standard procedures accurately and own specialized, end-to-end processes within agreed timeframes, such as compliance reporting or sponsor bank communications.
• Identify & Improve: Use your deep customer and operational knowledge to identify patterns in customer issues, flag areas for improvement, and collaborate with team members to suggest and implement process enhancements.
• Utilize Tools Effectively: Become an expert in our support and investigation tools to handle cases efficiently and accurately.

How You'll Make an Impact

• Deliver Consistent Results: Consistently deliver on individual performance targets (SLAs, volume goals) and the broader goals of your specialist domain, ensuring high levels of customer satisfaction.
• Reduce Escalations & Increase Efficiency: Resolve the vast majority of customer issues independently and reduce the need for further escalations by providing comprehensive, end-to-end solutions. You will improve the support team's efficiency through knowledge sharing and training.
• Drive Customer Retention: Increase customer retention and trust through proactive, knowledgeable, and effective support that solves problems at their root cause.
• Be the Voice of the Customer: Act as the voice of the customer by providing clear, actionable feedback to the wider team, helping us improve our products and services.

Who You Are

• A Proactive Owner: You take ownership of your work, from straightforward tasks, to complex investigations. You demonstrate initiative, independently seek out answers to drive issues to a suitable resolution, and proactively share updates. You adapt quickly to new challenges and flag potential delays before they become problems.
• A Clear & Empathetic Communicator: You communicate clearly and succinctly with customers, your team, and internal stakeholders. You demonstrate patience and empathy in all interactions, ensuring customers feel heard and understood.

A Collaborative Team Player: You have a "one-team" mindset and are always happy to help where needed. You remain calm and organized while juggling multiple priorities and actively seek feedback for your own personal and professional growth.

The interview process:

Our interview process involves a few main stages:

• Recruiter Screening 
• Case Interview (written exercise)
• Behavioral Interview with a member of the Customer Operations team 
• Competency Interview with a member of the Customer Operations leadership team 

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
  • Idaho 
  • Utah
  • Nevada
  • North Carolina
  • Texas 

What’s in it for you:

💰 $41,000 - $64,000

📍 This role is fully remote within the US

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

➕ And much more, see our full list of benefits here

#LI-NE #LI-REMOTE