Customer Operations/Disputes Specialist - United States - Monzo

Description

We're on a mission to make money work for everyone.
We're waving goodbye to the complicated and confusing ways of traditional banking.
After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.
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
Remote (US) | $47,000 - $60,350 + Benefits | Hear from the team

•At Monzo, we're building the future of digital banking - one that puts people first, not fees. We believe money should work for everyone, helping you grow, save, and spend in ways that actually fit your life.
We started in the UK and became one of the most loved digital banks, trusted by millions. Now, we're bringing that same energy, innovation, and heart to the U.S. - empowering people to take control of their finances with clarity, simplicity, and confidence.
Our U.S. team is on a mission to make digital banking that grows your money, your way. Whether it's cashback rewards that fit your real habits, high-yield savings with no hidden catches, or smart budgeting tools that simplify life, everything we build is designed to lift people up, not trip them up
But what truly sets Monzo apart isn't just our product - it's our people. We're a team of builders, problem-solvers, and big thinkers united by a shared belief that finance can (and should) be fair, transparent, and empowering. We care deeply about the work we do and the impact it has on real people's lives.
If you're ready to make a difference and help build a bank that rewards people for being themselves, come join us. Let's grow together.
About Us
Monzo Group is a leading financial technology company, with over 13 million customers in the UK, committed to providing modern banking solutions. In the last few years, we've built a banking app that our customers love - with extremely high daily engagement, an industry leading net promoter score, and award-winning customer support. We've raised over $1 billion from Capital G, Google's growth fund, Ribbit Capital, TenCent, YCombinator, Stripe, Coatue, and others - most recently at a $5.9 billion valuation in 2024.
We're just getting started in the US. We're an agile full stack team operating like an early stage startup but with the financial, operational, and engineering platform muscle of a larger company. We're focused on building an amazing US product, shipping and iterating quickly, and deepening our product market fit. We're looking for highly driven, enterprising people to help us achieve our mission to make money work for everyone.
About You:
We are looking for someone passionate with experience in Card Payment Dispute (CPD) investigations, where you'll be helping our customers identify, resolve & provide support regarding Card Payment Dispute inquiries. You're keen to get involved in an early stage startup and excited for the opportunity to build Monzo in the US. You see customer support as central to the product we are building, and might use the knowledge you develop in this role to scale an operational area at Monzo in the future.
You'll be a problem solver and a strong advocate for customer experienceWe're looking for someone who isn't afraid to troubleshoot tough problems. When something comes up that no one has seen before you'll work directly with the rest of the team to solve the issue, and help build a process to tackle the same problem in the future. You'll listen to customers' concerns with positivity, empathy and patience. You'll fix whatever's up and help us stop it from happening again.
Customers are the heart of MonzoIn the UK we're known for our outstanding customer support. We're looking for help building the foundation for our Customer Operations team in the US. You'll be the first point of contact for some of our early US customers. You'll be tackling questions, identifying bugs, and feeding back directly to our product and engineering teams.
Our mission is to make money work for everyone, and while having a great app is part of that, having access to world class customer service is another. By solving customers' problems, treating them fairly and being transparent, we believe we can make banking better. This is a unique opportunity to help us shape what customer service will look like as we expand into the US.
Your day-to-day:

• Using a full set of tools to investigate and build a timeline of a customer's dispute or complaints claim.
• Investigate, analyze, and resolve customer complaints and disputes in a professional and empathetic manner. You're passionate about finding answers to our most complex customer problems.
• Making fair decisions based on your high quality investigation, in line with external regulations and internal policies.
• Providing the best customer support by talking directly and honestly with our customers through a variety of different mediums, focusing on in-app chat and email, but can include phone calls when needed.
• You're able to distill complex findings into simple, actionable summaries and communicate to a range of audiences and stakeholders.
• High competency and awareness of the banking regulations within the US.
• Recognizing emerging trends in customer feedback and communicate this information to your Team Manager
• You'll also be expected to become a trusted point of escalation for the wider team. They will look to you for advice and you will be expected to provide knowledge shares to your peers.
• Being responsible for identifying your areas of development and working with management to develop in these areas (training, mentoring, etc.)
• Working closely with our financial crime team to act as the first line of defense to help spot and investigate trends
• Developing a deep understanding of what our community really wants from a digital banking product and helping us prioritize what we build accordingly

You should apply if:

• You're willing to work hours between: 9 am - 6pm EST or PST 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 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
• Have strong customer service skills with the ability to handle complex inquiries. Provide excellent customer service and go above and beyond to protect our customers.
• Demonstrating organizational skills to navigate multiple systems while effectively communicating with customers. Identify process improvement and identify areas of optimization for management.
• Work independently and have the ability to arrive at the right outcome for the customer

In addition to the above, we'd also love to hear from anyone with:
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

What's in it for you:
$47,000 - $60,350
This role is fully remote. We can only consider candidates who work from one of the following states: Florida, Pennsylvania, Kansas, North Carolina, New Jersey, Nevada, Tennessee, Utah, Idaho, Virginia, and South Carolina.
Great Health, Dental and Vision Insurance
Stock Options
Generous 401k with 4% employer match
32 days of vacation 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
The interview process:
Our interview process involves a few main stages:

• A quick call with a Recruiter
• A role specific task (written exercise)
• Role specific Interview with a member of the Operations team
• Cross functional Interview with a member of the Operations team
• Behavioural Interview with a member of the Operations team

Our average process takes around 4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process where you can ask any specific questions you might have.
#LI-REMOTE #LI-FA1
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we're making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we're embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
We're an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.