Staff Backend Engineer, Customer Operations

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking. 

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our team about what it's like working at Monzo ✨

📍London / UK Remote | 💰 £140,000 - £165,000 + Share Options | Benefits | Technology

About Customer Operations at Monzo:

The Customer Operations team provides tech-led and human support experiences for now over 10 million customers. We don’t just solve customer problems - we aim to improve customer satisfaction and product engagement by providing effortless, fast, and empathetic support. 

Our Operations tech team has three focus areas:

1. Creating in-app experiences that enable customers to solve their own problems. As well as building customer experiences ourselves, we help all product teams at Monzo build better products by developing a system of reusable components that other teams can use.
2. Tooling that enables our ~3,500 customer support agents to give the best possible support for customers and automating away things that distract from that.
3. Workforce management systems that ensure our customers are connected to high-quality support as quickly as possible, efficiently route customer requests to the right support person at the right time and manage forecasting and scheduling of a ~3,500 strong workforce.

This role will primarily focus on our customer support tooling and workforce management systems.

As a Staff Engineer:

A Staff Engineer at Monzo is a technical (IC) leadership position. As a Staff Engineer in the Operations collective at Monzo, you will:

• Partner with the Engineering Director supporting the collective and provide technical leadership across 3+ squads and ~20 engineers.
• Work collaboratively with product, data and operational leaders to identify and execute on opportunities that further the organisation’s goals and strategy, bringing the right level of clarity, urgency and rigour as appropriate.
• Work on solving multi-faceted optimisation problems at scale, such as how to maximise the leverage of technologies like LLMs to aid human workers or how to forecast, schedule and …