Internally known as Squad Captain Manager. We’re looking for an experienced Senior Customer Support Manager who has developed, supported and inspired leaders. You will be an empathetic, strategic leader to support our distributed Squad Captains and Customer Operations (COps) team.
Our customer operations team is at the heart of Monzo
Every person in this team cares about our customers’ problems and is empowered to solve them quickly and with minimal fuss. We work in small squads of 8-10 people, which are split between communication channels and time periods. Some squads specialise in social media responses, helping customers over the phone or responding via in-app chat.
As Squad Captain Manager, you’ll provide support and leadership
Each Squad Captain supports and coordinates the work of their team members. You’ll directly manage and support our distributed Squad Captains so they can meet their personal and professional development goals. You’ll organise people around you and take quick action when you see a problem coming - whether it’s not enough people covering the right types of queries, a training need, or something going wrong. You’ll listen to your people, guide them through hard times and celebrate their successes. You’ll have responsibility for some disciplinary and grievance matters and work closely with your colleagues in London, Cardiff & Las Vegas to make sure that we apply these policies fairly across all areas of COps. Currently we have 24 Squad Captains who are distributed, and cover a range of work patterns.
Communication between offices is a key challenge
You’ll work closely with other Squad Captain Managers and senior stakeholders within COps to share ideas and support each other. You’ll make sure communication between the London, Cardiff & Las Vegas offices is seamless, gathering feedback and sharing the same consistent message with all team members.
Each day you’ll be:
You should apply if:
You’ll spend your first months on the frontline
To be an effective Squad Captain Manager you’ll need to know the ins and outs of the Customer Support job. You’ll have frontline COps training in your first few months and then transition into the Squad Captain Manager role. Our distributed teams work flexible hours so we can discuss which would be the most suitable for you.
The application process consists of a short phone interview, followed by a practical written exercise and a couple of on-site interviews at our offices in Cardiff or London.
Salary approx. £35,000-£50,000 (dependent on skills and experience) plus stock options and other benefits.
We started Monzo in February 2015 with the mission of building the best current account in the world. In April 2017, we received our full UK banking licence from the FCA and PRA and are now working hard to roll out our free current account later this year.
We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.We're doing things differently. For too long, banking has been obtuse, complex and opaque.We want to change that and build a bank with everyone, for everyone. Our amazing community of users suggests features, tests the app and gives us constant feedback so we can build something we all love.