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Job Title: Remote: Customer Support Senior Manager

Salary: Salary approx. £35,000-£50,000 (dependent on skills and experience) plus stock options and other benefits.

Employer: Monzo Bank

Location: Cardiff

Job Category: Team Leader/Manager

Contract Type: Full-Time

Job Description

Internally known as Squad Captain Manager. We’re looking for an experienced Senior Customer Support Manager who has developed, supported and inspired leaders. You will be an empathetic, strategic leader to support our distributed Squad Captains and Customer Operations (COps) team.

Our customer operations team is at the heart of Monzo

Every person in this team cares about our customers’ problems and 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. Some squads specialise in social media responses, helping customers over the phone or responding via in-app chat.

As Squad Captain Manager, you’ll provide support and leadership

Each Squad Captain supports and coordinates the work of their team members. You’ll directly manage and support our distributed Squad Captains so they can meet their personal and professional development goals. You’ll organise people around you and take quick action when you see a problem coming – whether it’s not enough people covering the right types of queries, a training need, or something going wrong. You’ll listen to your people, guide them through hard times and celebrate their successes. You’ll have responsibility for some disciplinary and grievance matters and work closely with your colleagues in London, Cardiff

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