Senior Staff Backend Engineer, Customer Operations | Cardiff, UK

Monzo
Cardiff
1 week ago
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Senior 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.

Location:London / UK Remote |Salary:£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 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 experiencesthat enable customers to solve their own problems.
  2. Toolingthat enables our ~3,500 customer support agents to give the best possible support for customers.
  3. Workforce management systemsthat ensure our customers are connected to high-quality support as quickly as possible.


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

As a Senior Staff Engineer:

A Senior Staff Engineer at Monzo is a technical (IC) leadership position. As a Senior 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.
  • Work on solving multi-faceted optimisation problems at scale.
  • Oscillate between contributing to high-level planning and strategy and diving deep into the execution of problems.
  • Use your expert knowledge and experience to lead architectural discussions for the most complex systems in the collective.
  • Keep a high bar for technical excellence in the collective.
  • Pro-actively mentor, sponsor and up-level engineers.


What you'll be using:

We rely heavily on the following tools and technologies:

  • Go
  • Cassandra
  • Kafka
  • Kubernetes
  • Docker
  • AWS
  • GCP
  • React
  • Feast
  • GPT and Vertex models


We'd love to hear from you if...

  • You have a track record of technical excellence.
  • You have experience in solving human + tech problems at scale.
  • You have technically led across 3-4 teams.
  • You have a quantitative mindset.
  • You're comfortable working in a cross-functional team.
  • You have experience with or a strong desire to work with Machine Learning specialists.
  • You have demonstrable experience working with stakeholders.


The application journey has 4 key steps:

  1. Recruiter Call
  2. Initial Call
  3. System Design Interview
  4. Final interview including a behavioural and a leadership interview


What's in it for you:

  • £140,000 - £165,000 + share options.
  • We can sponsor your visa.
  • Flexible working hours.
  • £1,000 learning budget each year.
  • Support for your work-from-home setup.


Equal opportunities for everyone:

Diversity and inclusion are a priority for us. 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.

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