Customer Support Representative

Job Description

Monzo is seeking a Customer Support Representative to join their team and help build the foundation for their Customer Operations team in the US. This role is crucial in providing excellent customer support to early US customers, addressing their questions, identifying bugs, and providing feedback to the product and engineering teams.Responsibilities:

• Providing customer support through various channels, including calls and in-app chat.
• Developing a deep understanding of customer needs and providing feedback to prioritize product development.
• Identifying patterns in customer feedback to improve processes, tools, or the product.
• Working with the financial crime team to detect and investigate trends.
• Handling payment-related queries and resolving issues.
• Supporting other team members and mentoring new joiners.

Requirements:

• Willingness to work shifts between 8am-10pm ET, including at least one weekend day.
• Excellent written English and ability to explain complex topics.
• Previous customer support experience via phone, email, and/or chat.
• Experience in Tech or Financial Services.
• Problem-solving skills and attention to detail.
• Comfort working in a fast-paced environment and adapting to change.

Benefits:

• Salary range of $42,000 - $69,000 depending on location.
• Remote work option within the US, or hybrid option near San Francisco or New York.
• Learning budget of $1,500 per year.