Full-Time Customer Support Representative

• 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
• 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 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.

• You’re willing to work hours between: 9 am-6pm EST Monday-Friday
• You are willing to work on rotational shifts
• 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!

• 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

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