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Since these are all work from home, freelance, contract and telecommute jobs, you can be based anywhere and still apply, providing you meet the employer's requirements. However, there are times when the employer will ask for applicants from a specific location, this will be clearly stated in the job posting below.

Title: Customer Operations: Out of Hours
Date Posted: 2017-10-29
Location: Not mentioned
We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (Out of Hours) team.

We're building the best possible banking experience for and with our community (https://monzo.com/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 (https://twitter.com/monzolovetweets) support.

Our customer operations (https://monzo.com/blog/2017/05/15/intro-to-cops/) 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. You'll be the first point of contact for every single one of our users who have a question, problem, feedback or even compliments!

You'll listen to their concerns with positivity, empathy and patience, and you'll get deep into the detail of how payment systems actually work (https://monzo.com/blog/2015/12/02/3-second-sandwich/) to resolve the problem for them and to prevent it from happening again. We provide the tools and training you need so that you can understand and resolve issues, rather than following a script and passing customers off.

Our out-of-hours COps team works completely remotely (https://monzo.com/blog/2017/05/18/night-cops/). We have team members spread far and wide, with individuals working from Los Angeles, Paris, Edinburgh, and a host of other locations. The team is relatively small (but growing), and close-knit, with team-wide video calls held every night to foster an inclusive and collaborative working environment.
Every day you will be:

- Talking directly and honestly with our supporters and customers, developing a deep understanding of what our community really wants from a digital bank.
- Proactively refining our operations processes and procedures, and informing development of our internal tools, so that we can continue to grow our user base without compromising our customers' experience.
- Managing our business operations task, from making sure all our merchants have the right emoji to verifying identity documents.
- Understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who are responsible for building our apps).
- Ensuring the rest of the company remains customer-focussed and fixated on building the best bank account in the world.

You'll need to be proactive, spotting patterns in the frustrations or hopes of our users, seeing where we can change our processes, our tools or our product to make our customers truly delighted by banking.
You should apply if:

- You're great at explaining things to people, and have flawless written English.
- You delight in investigating awkward problems, getting to the root cause and fixing it.
- You know your way around social networks, and technology interests you.
- You're friendly, super organised and love working remotely.
- You are a night owl or early bird.
- You want to be part of the team that makes Monzo!


Salary will be around 25k (pro-rata for part-time) plus stock options.

Work will generally be remote, with the possibility to come visit the office whenever convenient. This position can be full time, part-time (3x8 hour shifts or 5x5 hour shifts a week) or exclusively over weekends. The shifts currently available are from 5pm or 7pm.

If working full-time, you'll be required to work one day over the weekend every 3-4 weeks for which you'll receive time off in lieu.
Interview and onboarding process:

The interview process will be a 30-minute phone call, a short practical exercise and two consecutive one-hour interviews (from our office in London or home!) via video call.

The training will be done Monday-Friday generally between 09:00-18:00 but we can be flexible to fit around personal circumstances e.g. childcare, university courses. We will cover your expenses to come to our office in London for a 2-week initial training, and to say hi once a quarter.

If successful, you'll join a small hand-picked team of engineers, designers, product people, and banking experts on a mission to change consumer financial services forever.

Apply via this link only:

keyword: customer operations


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Company: Monzo
Contact person: Not mentioned
Contact information: hello@monzo.com (DO NOT APPLY VIA THIS EMAIL ADDRESS)