[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. Monzo Bank is a leading financial technology company focused on providing modern banking solutions. They are seeking a Customer Support Representative to deliver exceptional customer service, troubleshoot issues, and help shape the customer support experience as they expand into the U.S.ResponsibilitiesInvestigate and resolve customer complaints and disputes in a professional and empathetic mannerProviding 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 neededDeveloping a deep understanding of what our community really wants from a digital banking product and helping us prioritize what we build accordinglyProactively spotting patterns in customer feedback to see where we can make positive changes to our processes, tools, or productWorking closely with our financial crime team to act as the first line of defence to help spot and investigate trendsDealing with tricky payments-related queries; investigating when things go wrong and making sure we set it rightSupporting other members in the customer support team by being a point of escalation and mentoring new joinersMaking sure the rest of the company stays customer-focused and fixated on building the best banking product in the worldSkillsYou're keen to get involved in an early stage startup and excited for the opportunity to build Monzo in the USYou see customer support as central to the product we are buildingYou'll be a problem solver and a strong advocate for customer experienceYou're not afraid to troubleshoot tough problemsYou'll listen to customers' concerns with positivity, empathy and patienceYou'll fix whatever's up and help us stop it from happening againYou know what great customer support looks like and you're passionate about delivering it at scaleInvestigate and resolve customer complaints and disputes in a professional and empathetic mannerProviding the best customer support by talking directly and honestly with our customers through a variety of different mediumsDeveloping a deep understanding of what our community really wants from a digital banking productProactively spotting patterns in customer feedback to see where we can make positive changesWorking closely with our financial crime team to act as the first line of defenceDealing with tricky payments-related queries; investigating when things go wrongSupporting other members in the customer support team by being a point of escalation and mentoring new joinersMaking sure the rest of the company stays customer-focused and fixated on building the best banking product in the worldYou're willing to work hours between: 9 am-6pm EST Tuesday - SaturdayYou're great at explaining things to people, and have flawless written EnglishYou delight in investigating complex problems, getting to the root cause, and fixing themYou're friendly, focused, and super organizedYou're comfortable working in a fast-paced environment and adaptable to constant changeYou're comfortable with ambiguity and able to work independentlyYou'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 organizationInterest in financial technologyPrevious experience in a training or coaching role or experience managing cross-functional projectsBenefitsGreat Health, Dental and Vision InsuranceStock OptionsGenerous 401k with 4% employer match32 days of vacation and public holidays per year (and we require that you take all of your days each year as we believe that well rested employees are more effective!)Maternity / Paternity leaveCompany Overviewcorporate content never felt like Monzo. It was founded in 2015, and is headquartered in London, England, GBR, with a workforce of 1001-5000 employees. Its website is https://monzo.com.



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