We’re looking for an experienced Senior Customer Support Manager to be an empathetic leader for our distributed Customer Operations (COps) team. We have 300 COps within our distributed team, and want to ensure they're all fully supported and continuously developed to perform at their best.
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 Senior Squad Captain Manager, you’ll provide support and leadership
You’ll directly manage a number of Squad Captain Managers 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.
Communication between offices is a key challenge
You’ll work directly with Head of Customer Operations and senior stakeholders within COps to share ideas and support each other. You’ll make sure communication between all areas is seamless, gathering feedback and sharing the same consistent message with all team members. Our current offices include London, Cardiff and Las Vegas.
Each day you’ll be:
You should apply if:
To be an effective Senior 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 role.
The application process consists of a short phone interview, followed by a practical written exercise and a couple of on-site interviews at our office in London or Cardiff.
Salary is approximately £65,000 - 90,000 (dependent on skills and experience) plusstock 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.