Business Success Specialist

Monzo is seeking highly motivated and customer-centric Business Success Specialists to join their dynamic Business Banking team. This role focuses on managing the overall experience for complex businesses, providing exceptional inbound support, and identifying opportunities for customers to gain more value from Monzo's products. Specialists will manage queries from start to resolution, support businesses through growth milestones, and act as subject matter experts, working across teams to solve problems and improve customer journeys.

Must Have

• Be the voice of Monzo Business for complex businesses to build trust and confidence.
• Manage customer queries from complex businesses from start to resolution.
• Provide exceptional inbound support and identify opportunities for product value.
• Support businesses through onboarding and key growth milestones.
• Engage in value-led conversations to uncover unmet needs and guide to relevant features.
• Spot trends and emerging needs across business accounts to improve customer journey.
• Be a subject matter expert in managing complex customer problems and an escalation point.
• Have full accountability to work across teams to solve problems for complex businesses.
• Proactively identify and mitigate risks impacting customer experience or retention.
• Identify where processes are not fit for purpose and act differently to get right outcomes.
• Take ownership for development, maintenance, and improvement of knowledge management resources.
• Be a brilliant communicator, explaining things clearly and simply, and genuinely listening.
• Be a customer champion who loves diving into problems and making things right.
• Be skilled in identifying when existing processes won't meet customer outcomes and adapt.
• Possess exceptional commercial acumen and strategic foresight.
• Be confident to share internal feedback about customer experiences, processes, and product limitations.
• Be self-motivated and capable of holding yourself accountable to a high standard of performance.
• Be able to work independently and take personal responsibility for prioritising work.
• Be able to communicate clearly with stakeholders, manage expectations, and explain knowledge simply.
• Be able to share knowledge to enhance the skills of teams around you.

Perks & Benefits

• Share options
• Guaranteed time off on your birthday if scheduled to work (outside training)
• Flexible working hours
• £1,000 learning budget each year
• Macbooks provided for all employees
• Extra support for work-from-home setup for fully remote workers

🚀 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.

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 ❤️

Hear from our UK team about what it's like working at Monzo ✨

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London, Cardiff or UK Remote | 💰£28,050- £35,475 + Benefits | Hear from the team ✨

⭐Our Business Banking Team

We are seeking highly motivated and customer- centric individuals to join our dynamic Business Banking team.

Our Business Success Specialists will be responsible for the overall experience of our most complex businesses and represent Monzo by working with teams across the bank to create smooth experiences that build trust and confidence in our Business Banking product and support.

Our Business Success Specialists are amongst the most knowledgeable COps in their domain space and hold subject matter expert prowess.

🔑You’ll play a key role by…

• 🚀Being the voice of Monzo Business for our most complex businesses to building trust and confidence in our product and service.
• 🚀 Managing customer queries from our most complex businesses and owning the case management of those queries from start to resolution, keeping customers informed and setting the right expectations.
• 🚀 Providing exceptional inbound support, while also identifying opportunities for customers to get more value from our products and services.
• 🚀 Supporting businesses through their onboarding and key business growth milestones, staying aligned every step of the way as their business evolves.
• 🚀 Actively engaging in value-led conversations to uncover unmet needs or pain points, guiding businesses to relevant Monzo features or services that support their growth and operational efficiency.
• 🚀 Spotting trends and emerging needs across business accounts, proactively surfacing opportunities to improve the customer journey or introduce helpful features that align with their evolving goals.
• 🚀 Being a subject matter expert in managing complex and tricky customer problems to deliver an effortless customer service and an escalation point for related queries and tasks associated with our most complex businesses.
• 🚀Having full accountability to work across teams in Operations and Product to solve problems for our most complex businesses, proactively identifying and mitigating risks that could impact their experience or retention.
• 🚀Having a pulse on any potential poor outcomes for our most complex businesses and proactively taking ownership to resolve them whilst advocating for them across Operations to get the right outcomes, escalating and resolving any issues.
• 🚀 Identifying where our processes are not fit for purpose and we must act differently to get the right outcomes whilst managing our risk as a bank.
• 🚀Taking ownership for the development, maintenance and improvement of knowledge management resources and sharing learnings across the team where they may not support our most complex businesses.

🤩 We’d love to hear from you if you are…

• A brilliant communicator. That means you can explain things clearly and simply, whether you're chatting on the phone or typing a message. Most importantly, you genuinely listen to what our customers need and get where they're coming from.
• A customer champion who loves diving into problems, always figuring out the best way to make things right. You'll confidently handle tricky conversations, turning worries into wins and making sure our customers are genuinely happy with how things turned out.
• Skilled in identifying where existing processes and saved responses will not meet the right customer outcome and able to use your judgement to adapt
• Someone with exceptional commercial acumen and strategic foresight, capable of anticipating complex business needs and translating them into tangible product value.
• Confident to share feedback internally about customer experiences, our processes and product limitations with the right teams
• Self-motivated and capable of holding yourself accountable to a high standard of performance without granular performance targets or data insight.
• Able to work independently and take personal responsibility for prioritising your work and ensuring your work gets done
• Able to communicate clearly with stakeholders, manage expectations and explain your knowledge in simple terms
• Able to share knowledge to enhance the skills of the teams around you across Operations and other Business Success Managers
• Flexible and understanding that the role of the Business Success Manager may change and evolve based on customer and business needs.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌What’s in it for you

• 💰£28,050- £35,475 ➕share options.
• 🎂We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s outside of your training period.
• 📍This role can be based from home with distributed working within the UK.
• ⏰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.
• ➕ Plus lots more! Read our full list of benefits.

Our working hours follow a shift rotation, Monday to Friday between 7am and 7pm. While this role is currently set for weekdays only, this might be change in the future to include weekend shifts as part of a rotational schedule. The training period will be 5 weeks, Monday - Friday 09:00 - 17:30.

The start date for this role is Monday 16th March 2026.

🌈 The application journey has 3 key steps

• CV and Application Questions
• Recruiter Call
• 1 hour Interview (Role Specific & Values)

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

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

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to sadiyakhan@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

#LI-REMOTE

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Equal opportunities for everyone

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 blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊