Las Vegas: Customer Service Representative

  • Monzo
  • Las Vegas, NV, USA
  • Apr 10, 2019
Full time Customer Service

Job Description

Customer Service Representative 

We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team in our Las Vegas office. This is our first office outside of the UK, and you’ll be vital in ensuring we’re able to serve our one million customers 🙌

At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We are always here to help as every customer gets access to 24/7 customer support through our app  🚀

You’ll be at the heart of Monzo

Our mission is to make money work for everyone, and while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better 💪

Since we started, we’ve been busy building the best current account in the world and now have 100,000 new customers signing up with Monzo every month. We need to grow our amazing customer support team to help customers manage their money wherever they are in the world.

You’ll know how to fix problems on the spot

Every person in customer operations has the power to solve problems quickly and with minimal fuss. We’ll give you all the tools and training you need so you know exactly how payments systems actually work, and you’ll listen to customers’ concerns with positivity, empathy and patience. Then you’ll fix whatever’s up and stop it from happening again 🔧

You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us.

We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently 💝

What will you be doing day to day?

  • talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank
  • proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools, or product to make them happier
  • managing our business operations tasks, from making sure all our merchants have the right emoji to checking identity documents
  • dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo
  • understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app)
  • supporting other members in the team by being a point of escalation for other COps and mentoring new joiners.
  • making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world
  • identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them
  • working closely with our financial crime team to act as the first line of defence to help spot and investigate trends
  • investigating and making decisions about payments made on stolen cards, as well as looking into scam websites.

After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping our Calls and Social Media team to spending time with our financial crime specialists!

You should apply if:

  • you’re a US citizen or have rights to work in the US
  • you're great at explaining things to people, and have flawless written English
  • you delight in investigating awkward problems, getting to the root cause and fixing them
  • you know your way around social networks, and technology interests you
  • you're friendly and super organised
  • you want to be part of the team that makes Monzo! 


We offer some amazing benefits! 🙌

These include, but aren’t limited to:

  • 32 days paid vacation per year
  • Healthcare - 100% contribution to medical, dental and vision insurance
  • Generous parental leave policy
  • Work from home (when you need to)
  • Catered lunches twice a week
  • Personal learning budget for books, training courses and conferences to help you learn and grow
  • Team-building, socials and other fun get-togethers

The salary for this role is up to $33,000 a year. 

You'll be working from our office in Las Vegas, but you can also work remotely from home on occasion. You'll work 5 days a week from Monday - Sunday, starting between 8am - 1pm. These will be on a rotational basis, and we'll let you know your shift pattern several weeks in advance. 📆

This position is available on a full-time basis. 

If you're successful, we'll send you a take-home task, and if you ace that we'll invite you for a half-day assessment in our office. The next assessment day is likely to be held on Thursday 4th or Friday 5th April. You'll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to build the best bank in the world! 💥

You'll spend your first few weeks in training (Monday-Friday) generally between 09:00-18:00. But we can be flexible to fit your circumstances (like childcare or college courses) and we'll discuss with you how best to make this work.

We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until later in the year - please still apply! 

Take your time with the questions below

We pay a lot of attention to your answers when we’re looking at your application. So don’t speed through them, they’re worth spending some time over.

Questions about this role? Head over to our careers page to read our FAQs ( or email