Business Success Team Manager - Remote

Overview

The Business Success Team Manager will support specialists in providing exceptional service to our most complex business customers, ensuring smooth experiences that build trust and confidence in Monzo's Business Banking product.

In Short

• Manage customer queries and case management for complex businesses.
• Provide exceptional inbound support and identify opportunities for customer value.
• Support businesses through their onboarding and growth milestones.
• Engage in value-led conversations to uncover customer needs.
• Act as a subject matter expert and escalate customer issues.
• Work across teams to resolve complex business problems.
• Spot trends and suggest improvements for customer journeys.
• Take ownership of knowledge management and team development.
• Provide feedback and advocate for business customers.
• Adapt to evolving business needs and processes.

Requirements

• Experience in team management or call center operations preferred.
• Strong communication and de-escalation skills.
• Ability to navigate difficult conversations and provide clear outcomes.
• Judgment in adapting processes for customer satisfaction.
• Self-motivated and accountable for high performance.
• Flexibility to adapt to changing business needs.
• Experience in identifying process limitations and suggesting improvements.
• Ability to work independently and prioritize tasks.
• Strong knowledge sharing and mentoring skills.
• Comfortable with evolving roles and responsibilities.

Benefits

• Salary range of £38,250 - £48,375 plus share options.
• £1,000 annual learning budget for professional development.
• Support for remote work setup including equipment.
• Diverse and inclusive workplace culture.
• Flexible application process and interview scheduling.