Monese

About Monese

About Monese At Monese, we make it easy to manage your money – wherever you are in the world. We create financial freedom for all of us that live, work, travel, study or send money abroad. We’re the mobile app alternative to the banks, offering money accounts you can open instantly. We’re here for everyone, not just for those with perfect credit scores or the right set of utility bills. With over 2 million sign-ups across 31 countries, we’ve been named ‘Best Challenger Bank' in Europe. We push the boundaries every day, and we’re looking to find the right people to join us on our mission. About the Role We are looking for a Team Leader to help us lead our fast-growing Customer Support team. You will be joining a team that is at the center of what we do at Monese - we are the point of contact between our product and our customers, and we live and breathe customer satisfaction. We do this using the latest technology and through a wide range of channels (email, chat and phone), which makes it even more challenging, but fun! You will be a key member of the team, impacting millions of customers - all of this, while leading and coaching our high performing team of customer support agents and inspiring them to be best in class for our customers. If you believe you have what it takes for this challenge, and want to help Monese continue building a world-class support team, then you found the right opportunity! Here are some of the tasks that you will be doing: Lead and mentor a team of 10-15 passionate individuals, while focusing on their development and professional growth at Monese Drive continuous development and performance management of your team Assure productivity and quality metrics are being met (both at individual and team level), whilst partnering with other support functions to make it happen (training, quality, etc..) Provide a stellar customer experience: use data/feedback from customers, understand their pain points and implement workflow optimisations Be a product champion and a Monese ambassador - when needed, act as point of escalation for difficult cases or customer complaints Support our daily operations oversight and ensuring adherence to departments OKRs/SLAs, by partnering with Customer Support Team Leaders and Managers across other offices Manage scheduling, attendance and other administrative tasks Requirements Have 2-4 years experience managing people on customer support/call center environment (in a financial/banking environment is a plus) Prior customer support experience and exceptional understanding of support tools and best practices English proficiency, both written and spoken (other European languages are a plus) Ability to communicate effectively at all levels and to make quick decisions in a fast-paced environment Empathy: you thrive on helping others and will go the extra mile to help a colleague or a customer Be a problem solver: no task is impossible and no roadblock will stop you. You lead by example and foster a can do mentality in your team Strong analytical mindset: you will leverage data to improve, build and deprecate processes, making our customer journey seamless and efficient Benefits Ample opportunity for personal growth at one of the leading tech startups in Europe A flat structure with open communication where everyone has a voice Impactful work – you will help to build a product that is used by millions of people across the world High degree of autonomy in a motivated and talented international team A stack of modern technologies Generous stock options and competitive salary Learning and development support scheme Many fun team events, office parties and sports activities to spend some quality time with your colleagues Dog-friendly office in city centre with plenty of perks, snacks and drinks 25 days of holidays plus 14 bank holidays - we believe in work and life balance Monese VIP account Sounds like something for you? Then please send us your CV and cover letter. And be quick to apply, as we will start reviewing the applications and meeting the candidates immediately.

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Company Info

Legal Form: Ltd

Company Type: Private

Company Size: 51 - 250

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