[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. Monzo Bank is a leading financial technology company focused on providing modern banking solutions. They are seeking a Customer Support Representative to deliver exceptional customer service, troubleshoot issues, and help shape the customer support experience as they expand into the U.S.

Responsibilities

• 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, 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

Skills

• You're 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
• You'll be a problem solver and a strong advocate for customer experience
• You're not afraid to troubleshoot tough problems
• You'll listen to customers' concerns with positivity, empathy and patience
• You'll fix whatever's up and help us stop it from happening again
• 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
• Proactively spotting patterns in customer feedback to see where we can make positive changes
• Working closely with our financial crime team to act as the first line of defence
• Dealing with tricky payments-related queries; investigating when things go wrong
• 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
• You're willing to work hours between: 9 am-6pm EST Tuesday - Saturday
• 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!
• 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

Benefits

• Great Health, Dental and Vision Insurance
• Stock Options
• Generous 401k with 4% employer match
• 32 days of vacation and public holidays per year (and we require that you take all of your days each year as we believe that well rested employees are more effective!)
• Maternity / Paternity leave

Company Overview