Staff Backend Engineer - Customer Operations at Monzo

We’re on a mission to make money work for everyone.

We’re 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!

We’re not about selling products – we want to solve problems and change lives through Monzo ️

Location: London / UK Remote | £140,000 – £165,000 + Share Options | Benefits | Technology

About Customer Operations at Monzo:

The Customer Operations team provides tech-led and human support experiences for now over 10 million customers. We don’t just solve customer problems – we aim to improve customer satisfaction and product engagement by providing effortless, fast, and empathetic support.

Our Operations tech team has three focus areas:

1. Creating in-app experiences that enable customers to solve their own problems .
2. Tooling that enables our ~3,500 customer support agents to give the best possible support for customers.
3. Workforce management systems that ensure our customers are connected to high-quality support as quickly as possible.

This role will primarily focus on our customer support tooling and workforce management systems.

As a Staff Engineer:

A Staff Engineer at Monzo is a technical (IC) leadership position. As a Staff Engineer in the Operations collective at Monzo, you will:

• Partner with the Engineering Director supporting the collective and provide technical leadership across 3+ squads and ~20 engineers.
• Work collaboratively with product, data and operational leaders to identify and execute on opportunities that further the organisation’s goals and strategy.
• Work on solving multi-faceted optimisation problems at scale.
• Oscillate between contributing to high-level planning and diving deep into execution.
• Lead architectural discussions for complex systems.
• Maintain a high bar for technical excellence in the collective.
• Mentor, sponsor and up-level engineers.

What you’ll be using:

• Go to write our application code.
• Cassandra for persistent data storage.
• Kafka for our asynchronous message queue.
• Kubernetes and Docker to schedule and run our services.
• AWS for production infrastructure.
• React for customer support tooling.
• GPT and Vertex models for Large Language Model support.

We’d love to hear from you if…

• You have a track record of technical excellence, delivering resilient systems.
• You have experience in solving human + tech problems at scale.
• You have technically led across 3-4 teams to solve complex optimisation problems.
• You have a quantitative mindset and make data-informed decisions.
• You’re comfortable working in a cross-functional team.
• You have experience working with Machine Learning specialists.
• You have demonstrable experience working with stakeholders.

The application journey has 4 key steps

1. Recruiter Call
2. Initial Call
3. System Design Interview
4. Final interview including a behavioural and leadership interview

This process should take around 3-4 weeks.

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here .

What’s in it for you

£140,000 – £165,000 share options. We’ll help you relocate to the UK. We can sponsor your visa.

We offer flexible working hours and a £1,000 learning budget each year.

Plus lots more! Read our full list of benefits .

Equal opportunities for everyone

Diversity and inclusion are a priority for us. We’re an equal opportunity employer.

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