We’re looking for people-focused Squad Captains to lead and motivate our weekend Customer Operations (COps) squads and deliver a delightful service to our customers.
We’re building the best possible banking experience for and with our community of customers. We aim to delight people by making their financial lives simpler, and while having a great app is part of that, we pride ourselves on providing world-class, 24/7 support.
Our customer operations team is at the heart of Monzo: every person in this team not only cares about our customers’ problems, but 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. For example, some squads specialise in social media responses, others in helping customers over the phone or responding via in-app chat. In addition, some squad members are office based and others work remotely around the world.
As a weekend Squad Captain, you would be responsible for providing tailored support to each individual member of your squad and coordinating their work. The key goal of your squad will be to ensure that our customers are happy and satisfied, and their issues are resolved quickly and completely.
This will involve organising people around you and taking quick action when you see a problem coming – whether it is helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong.
Your focus will be on helping each member of your team with their personal and professional development, listening to them, guiding them through hard times, and celebrating their successes.
Every day you’ll spend your time:
You should apply if:
In order to be an effective squad captain you will need to know the ins and outs of the Customer Operations job, so you will start off as a frontline support COp. This will ensure that you’re fully trained and equipped to support your squad. When you’re fully versed with all things COps you will then start the Squad Captain role.
We’re building a new kind of bank
A bank that lives on your smartphone and built for the way you live today. By solving your problems, treating you fairly and being totally transparent, we believe we can make banking better.
Since we started we’ve been busy building the best current account in the world. We now have more than one million customers using our debit cards to manage their money and spend around the world. Download the app today to join the revolution.
Apply for this job online using the link below.
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