Monzo Bank · 4 hours ago
Customer Support Representative
United States
Full-time
Remote
New Grad, Entry Level
$47K/yr - $51K/yrMonzo is a leading financial technology company on a mission to make money work for everyone. They are seeking a Customer Support Representative who will be the first point of contact for US customers, addressing inquiries and helping to shape the customer service experience as the company expands in the US.
BankingFinancial ServicesFinTechWealth Management
Responsibilities
You know what great customer support looks like and you're passionate about delivering it at scale
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 through a variety of different mediums, focusing on calls and in-app chat, but can include social media platforms and email when needed
Developing a deep understanding of what our community really wants from a digital banking product and helping us prioritize what we build accordingly
Proactively spotting patterns in customer feedback to see where we can make positive changes to our processes, tools, or product
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. Making sure the rest of the company stays customer-focused and fixated on building the best banking product in the world
Qualification
Required
You're willing to work hours between: 9 am-6pm EST Monday-Friday
You are willing to work on rotational shifts (you'll be provided advanced notice)
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!
Preferred
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
Benefits
Great Health, Dental and Vision Insurance
Stock Options
Generous 401k with 4% employer match
32 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 leave
Much more, see our full list of benefits here
Company
Monzo Bank
corporate content never felt like Monzo.
Founded in 2015
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$1.84BKey Investors
CapitalGAbu Dhabi Growth FundY Combinator
2024-10-10Secondary Market
2024-05-08Series I· $187.4M
2024-03-05Series I· $431.95M
Leadership Team
TS Anil
Group CEO
Tom Oldham
Group Chief Financial Officer
Recent News
Retail Banker International
2026-02-05
Computer Weekly
2026-02-04
Crunchbase News
2026-01-22
Company data provided by crunchbase