đ Weâre on a mission to make money work for everyone.
Weâre 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!Weâre not about selling products - we want to solve problems and change lives through Monzo â¤ď¸Hear from our team about what it's like working at Monzo â¨đLocation | đ° ÂŁ85-110,000 + Benefits | Hear from the team â¨
đWeâre on a mission to make money work for everyone.
Weâre 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!Weâre not about selling products - we want to solve problems and change lives through Monzo â¤ď¸
About Operations:
The challenge are significant: we aim to transform customer service by reducing the time and effort required to resolve issues, enhancing customer confidence and satisfaction. As part of Operations youâll be at the forefront of our mission to provide unparalleled customer support experiences. Your role will be pivotal in leveraging state of the art machine learning techniques including LLMs to understand customer problems, to develop an effective human-in-the loop system that augments automation with the efforts of support workforce (who we call COps) to more expediently and efficiently predict, identify, disambiguate and route customer problems at scale to support a rapidly expanding company with global ambitions across multiple geographies.Youâll be one of 4 ML engineers in Operations, embedded in product squads working alongside data scientists, backend, mobile and web engineers, product managers, user researchers, designers and operations specialists.
What youâll be working on:
Weâll be expecting you to leverage your deep experience of developing and deploying advanced Machine Learning models to:Â
- Understand customersâ problems and support needs based on a variety of inputs.
- Route customers to the right COp who can support them and globally optimise those routing decisions across millions of customers and thousands of support staff.
- Automate the resolution of customersâ support needs through autonomous agents.
- Aid customer support in decision-making and pattern detection.
The technical approaches you take to solve these problems will be very much in your hands and weâll strongly encourage and support experimentation and innovation. Weâll be expecting you to justify and demonstrate effectiveness along the way, making sure the approach meets our business and customer needs.Â
You should apply if:
What weâre doing here at Monzo excites you!
- You have a track record of executing on the development and deployment of advanced Machine Learning models tackling real business problems with demonstrable impact, preferably in a fast moving tech company.
- You have experience developing and shipping deep learning, graph-based, and/or sequence-based ML architectures to production and delivering business impact.
- You're impact driven and excited to own the end to end journey that starts with a business problem and ends with your solution having a measurable impact in production.
- Using advanced machine learning techniques to directly improve customer support experiences and globally optimise routing and prioritisation across millions of customers and thousands of support staff sounds exciting to you.
- You have extensive experience writing production Python code and a strong command of SQL. You are comfortable using them every day, and keen to learn Go lang which is used in many of our backend microservices.Â
- You thrive working on ambiguous problems.
- You want to be involved in building a product that you and the people you know use every day, with a product mindset that prioritises customer outcomes and data-informed decisions.
- Youâre adaptable, curious and enjoy learning new technologies and ideas.
Nice to haves:
- Experience working with operations, financial crime and in regulated institutions
- Commercial experience writing critical production code and working with microservices
The Interview Process:
Our interview process involves 3 main stages. We promise not to ask you any brain teasers or trick questions!
- 30 minute recruiter callÂ
- 45 minute call with hiring managerÂ
- 1 take home taskÂ
- 3 x 1-hour video calls with various team members
Our average process takes around 3-4 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 but if you do have any specific questions ahead of this please contact us on tech-hiring@monzo.com
Whatâs in it for you:
âď¸ We can help you relocate to the UK â
We can sponsor visasđThis role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).â° We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.đLearning budget of ÂŁ1,000 a year for training courses and conferencesâAnd much more, see our full list of benefits hereIf you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance#LI-REMOTE #LI-NJ1
Equal opportunities for everyone
Diversity and inclusion are a priority for us and weâre making sure we have lots of support for all of our people to grow at Monzo. At Monzo, weâre 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, 2023 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.Weâre 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.If you have a preferred name, please use it to apply.
We don't need full or birth names at application stage đ
