Customer Support Representative

Monzo; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading financial technology company is seeking a Customer Support Specialist to drive excellent customer service as they expand into the US market. You will be the first point of contact for customers, handling inquiries and resolving issues while embodying the company's values. Applicants should have strong problem-solving skills and a passion for customer support. The role is fully remote within specific states in the US, with a competitive learning budget and supportive environment.

Benefits

Learning budget of $1,500 a year

Flexible working hours

Inclusive workplace

Qualifications

• Willing to work between 9 am-6 pm EST on weekdays.
• Experience in a support/service role for a financial services company is a plus.
• Flawless written English and ability to explain things clearly.

Responsibilities

• Act as the first point of contact for early US customers.
• Investigate and resolve customer complaints with empathy.
• Support customers through various communication mediums.
• Spot patterns in customer feedback to improve services.
• Work with the financial crime team to spot trends.

Skills

Customer support excellence

Problem-solving

Empathy

Communication

Adaptability

Job description

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Monzo is a leading financial technology company, with over 8 million customers, committed to providing modern banking solutions. In the last few years, we’ve built a banking app that our customers love – with extremely high daily engagement, an industry leading net promoter score, and award‑winning customer support. Today we are the 7th largest bank in the UK and we’ve raised over $1 billion from CapitalG, YCombinator, Stripe, Coatue, Eric Schmidt, Mike Moritz, and others – most recently at a $5 billion valuation.

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.

About You:

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, and might use the knowledge you develop in this role to scale an operational area at Monzo in the future.

You’ll be a problem solver and a strong advocate for customer experience

We’re looking for someone who isn’t afraid to troubleshoot tough problems. When something comes up that no one has seen before, you’ll work directly with the rest of the team to solve the issue and help build a process to tackle the same problem in the future. 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.

Customers are the heart of Monzo

In the UK we’re known for our outstanding customer support. We’re looking for help building the foundation for our Customer Operations team in the US. You’ll be the first point of contact for some of our early US customers. You’ll be tackling questions, identifying bugs, and feeding back directly to our product and engineering teams.

Our mission is to make money work for everyone, and while having a great app is part of that, having access to world‑class customer service is another. By solving customers’ problems, treating them fairly and being transparent, we believe we can make banking better. This is a unique opportunity to help us shape what customer service will look like as we expand into the US.

• 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, 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

✅ You should apply if:

• You’re willing to work hours between: 9 am‑6 pm 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!

🧰 In addition to the above, we’d also love to hear from anyone with:

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

The interview process:

Our interview process involves a few main stages:

• A call with a Recruiter
• A call with the Hiring Manager
• An interview specific to the day‑to‑day aspects of the role

What’s in it for you:

📍This role is fully remote. We can only consider candidates who work from one of the following states: Florida, Pennsylvania, Kansas, North Carolina, New Jersey, Nevada, Tennessee, Utah, Idaho, Virginia, and South Carolina

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

➕ much more, see our full list of benefits here

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don’t need full or birth names at application stage 😊