Staff Backend Engineer – Customer Operations | Monzo | Remote (United Kingdom)

<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">🚀 We’re on a mission to make money work for everyone.</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We’re waving goodbye to the complicated and confusing ways of traditional banking.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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!</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We’re not about selling products &#8211; we want to solve problems and change lives through Monzo ❤️</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><a href="https://www.youtube.com/watch?v=U62l09nB0M4" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">Hear from our team about what it&#8217;s like working at Monzo</a> ✨</p>
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<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">📍London / UK Remote | 💰 £140,000 &#8211; £165,000 + Share Options |</strong><a href="https://monzo.com/careers/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">Benefits</strong></a> <strong class=" font-semibold">|</strong> <a href="https://monzo.com/blog/technology" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">Technology</strong></a></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">About Customer Operations at Monzo:</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">The Customer Operations team provides tech-led and human support experiences for now over 10 million customers. We don’t just solve customer problems &#8211; we aim to improve customer satisfaction and product engagement by providing effortless, fast, and empathetic support.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Our Operations tech team has three focus areas:</p>
<ol>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><strong class=" font-semibold">Creating in-app experiences that enable customers to solve their own problems</strong>. As well as building customer experiences ourselves, we help all product teams at Monzo build better products by developing a system of reusable components that other teams can use.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><strong class=" font-semibold">Tooling</strong> that enables our ~3,500 customer support agents to give the best possible support for customers and automating away things that distract from that.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><strong class=" font-semibold">Workforce management systems</strong> that ensure our customers are connected to high-quality support as quickly as possible, efficiently route customer requests to the right support person at the right time and manage forecasting and scheduling of a ~3,500 strong workforce.</span></li>
</ol>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">This role will primarily focus on our customer support tooling and workforce management systems.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">As a Staff Engineer:</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">A Staff Engineer at Monzo is a technical (IC) leadership position. As a Staff Engineer in the Operations collective at Monzo, you will:</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Partner with the Engineering Director supporting the collective and provide technical leadership across 3+ squads and ~20 engineers.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Work collaboratively with product, data and operational leaders to identify and execute on opportunities that further the organisation’s goals and strategy, bringing the right level of clarity, urgency and rigour as appropriate.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Work on solving multi-faceted optimisation problems at scale, such as how to maximise the leverage of technologies like LLMs to aid human workers or how to forecast, schedule and efficiently route requests through a workforce of thousands of people and more generally solve high quality customer support at scale.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Oscillate between contributing to high-level planning and strategy and organisational leadership and diving deep into the execution of problems and getting hands-on as necessary.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Use your expert knowledge and experience to lead architectural discussions for the most complex systems in the collective. You’ll do this in order to arrive at solutions that are robust and optimal given the context.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Keep a high bar for technical excellence in the collective, through your own work, highlighting the work of others and calling out when things haven’t quite met the bar.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Pro-actively mentor, sponsor and up-level engineers.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What you’ll be using:</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We rely heavily on the following tools and technologies, please note direct experience in these technologies is not required and our interview process can be completed in any language:</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><a href="http://golang.org/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">Go</strong></a> to write our application code (there’s an excellent interactive Go tutorial<a href="https://tour.golang.org/welcome/1" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"> <strong class=" font-semibold">here</strong></a>)</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><a href="http://cassandra.apache.org/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">Cassandra</strong></a> for most persistent data storage</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><a href="http://kafka.apache.org/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">Kafka</strong></a> for our asynchronous message queue</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><a href="http://kubernetes.io/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">Kubernetes</strong></a> and<a href="https://www.docker.com/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"> <strong class=" font-semibold">Docker</strong></a> to schedule and run our services</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><a href="http://aws.amazon.com/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">AWS</strong></a> for most of our production infrastructure and<a href="https://cloud.google.com/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"> <strong class=" font-semibold">GCP</strong></a> for most of our data infrastructure.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><a href="https://facebook.github.io/react/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">React</strong></a> for customer support tooling.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><a href="https://feast.dev/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">Feast</strong></a> for storing our features along a variety of tools to train and deploy models.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">GPT and Vertex models for Large Language Model support.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">🤩We’d love to hear from you if…</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You have a track record of technical excellence, delivering resilient systems, ideally behind consumer products.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You have experience in solving human + tech problems at scale.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You have technically led across 3-4 teams to solve complex optimisation problems.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You have a quantitative mindset: you care about outcomes and you make data-informed decisions.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You’re comfortable working in a cross-functional team that deals with ambiguity and have experience helping your team and partner team resolve that ambiguity.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You have experience with or a strong desire to work with Machine Learning specialists to apply various models (including large language models) to real-world problems.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You have demonstrable experience working with stakeholders, especially non-technical stakeholders at the senior level.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">🌈 The application journey has 4 key steps</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Our interview process involves four main stages after an informal recruiter call:</p>
<ol>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Recruiter Call</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Initial Call</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">System Design Interview</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Take home task or pair coding exercise</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Final interview including a behavioural and a leadership interview</span></li>
</ol>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">This process should take around 3-4 weeks &#8211; your schedule is really important to us, so we promise to be as flexible as possible!</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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 or want to talk through reasonable adjustments ahead of or during application please us at any point on <a href="mailto:tech-hiring@monzo.com" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer">tech-hiring@monzo.com</a></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. <a href="https://monzo.com/blog/the-ultimate-guide-on-using-ai-to-ace-an-interview-at-monzo" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">You can read them here</a>. Please also use that email to let us know if there&#8217;s anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">One of our staff engineers has written a detailed blog on their experience through this process, for extra details, hints and tips please see<a href="https://monzo.com/blog/2022/03/23/demystifying-the-backend-engineering-interview-process" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"> <strong class=" font-semibold">here</strong></a>.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">🙌What’s in it for you</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">💰£140,000 &#8211; £165,000 ➕ share options.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">✈️ We’ll help you relocate to the UK.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">✅ We can sponsor your visa.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">📍This role can be based in our London office, but we&#8217;re open to distributed working within the UK (with ad hoc meetings in London)</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">📚£1,000 learning budget each year to use on books, training courses and conferences.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">➕ Plus lots more<img decoding="async" src="https://monzo.com/careers/" alt=" Read our full list of benefits">.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">#LI-Remote</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">#LI-HJ1</p>
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<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Equal opportunities for everyone</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re 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 <a href="https://monzo.com/blog/diversity-and-inclusion" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">blog</a>, 2023 <a href="https://monzo.com/blog/our-2023-diversity-and-inclusion-report" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">Diversity and Inclusion Report</a> and 2023 <a href="https://monzo.com/blog/an-update-on-our-gender-pay-gap-2023" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">Gender Pay Gap Report.</a></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">If you have a preferred name, please use it to apply. We don&#8217;t need full or birth names at application stage 😊</p>