Card Acquiring Ops Specialist (Remote, Flexible Hours) in Cardiff

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

Our Business Banking Card Acquiring Team is looking for 4 COps to take on this Card Acquiring role. The key focus for all of our COps is to provide a magician standard of service to our customers. This is a brand new space for Business Banking at Monzo, and we’re building it as we go. That means we’re looking for people who are excited by that—comfortable with a bit of ambiguity, happy to test and learn, and ready to help shape what great looks like for Card Acquiring at Monzo.

This is a specialist role, where you’ll act as one of our subject matter experts in Card Acquiring. You’ll be dealing with complex, high-impact issues and will be expected to take full ownership of problems from start to finish. A big part of the role involves working closely with our third-party provider, often in parallel with supporting the customer—so strong attention to detail and the ability to manage multiple moving parts is key.

You’ll need to be confident handling situations where customers may be frustrated, while also coordinating behind the scenes with external partners to reach the right outcome. From the customer’s perspective, you are Monzo—so it’s important you can manage these interactions seamlessly and maintain a high standard of service throughout. This is a specialised role, so we’re looking for people with Card Acquiring experience who are comfortable taking ownership and making decisions in complex situations.

• Staffing escalation channels (both internal and cross-domain)
• Delivering magician-standard support across calls, chat, and email
• Handling Card Acquiring queries, including chargebacks, disputes, and terminal issues
• Acting as a subject matter expert, owning problems from start to finish
• Working closely with third-party providers (e.g. Adyen)
• Supporting businesses through complex situations (e.g. insolvency, transitions)
• Take ownership of merchant relationships, helping them get value from Monzo and stay with us.
• Helping with onboarding and shadowing for new COps
• Providing live support coverage to keep day-to-day operations running smoothly
• Identifying trends, improving processes, and maintaining data quality
• Carrying out QA and remediation to ensure the right customer outcomes
• Managing audit requests and supporting compliance obligations
• Supporting callbacks and customer follow-ups
• Leading or contributing to projects and improving how we operate during the pilot
• Providing feedback to peers and supporting development across the team

You are passionate about delivering outstanding customer experience and supporting your peers. You have strong business banking knowledge. You’re confident handling complex and high-pressure situations. You are comfortable working across calls, chat, and email. You can spot inefficiencies and suggest and implement improvements. You are proactive, flexible, and comfortable working in a pilot environment where processes may evolve.

Experience required:

• Experience in Card Acquiring / merchant services
• Experience working with card acquiring providers
• Understanding of merchant lifecycles (onboarding to offboarding)

Nice to have:

• Experience handling chargebacks and disputes

Your working life and shift requirements:

• Working hours - 37.5 hours per week on a fixed, rota-based shift pattern (set in line with business needs), including Bank Holidays on a rotational basis. Shifts fall between 6am – 10pm, with two full weekends and at least one additional partial weekend off every six weeks.
• Start date - Monday 30th August 2026- you will need to be available for 8 weeks from this date with no holidays, appointments or clashes to attend training (Monday - Friday, 9am - 5:30pm all remote).

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. £1,000 learning budget each year to use on books, training courses and conferences. 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.

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.

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.