Business Success Specialist

Brilliant communication skills (clear, simple explanations, active listening). Customer champion with problem-solving skills and ability to handle tricky conversations. Skilled in identifying when existing processes are insufficient and using judgment to adapt. Exceptional commercial acumen and strategic foresight. Confident in sharing feedback internally about customer experiences, processes, and product limitations. Self-motivated and accountable to a high standard of performance. Able to work independently and prioritize work. Able to communicate clearly with stakeholders, manage expectations, and explain knowledge simply. Able to share knowledge to enhance team skills. Flexible and understanding of role evolution based on customer and business needs.

Be the voice of Monzo Business for complex businesses, building trust and confidence. Manage and own customer queries from start to resolution. Provide exceptional inbound support and identify opportunities for customers to gain more value. Support businesses through onboarding and growth milestones. Engage in value-led conversations to uncover unmet needs. Spot trends and emerging needs to improve customer journey or introduce features. Act as a subject matter expert for complex customer problems. Collaborate with Operations and Product teams to solve problems and mitigate risks. Proactively identify and resolve poor outcomes for complex businesses. Identify and propose improvements for processes. Develop, maintain, and improve knowledge management resources.