Senior Software Engineer, AI Customer Operations

🚀 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 ❤️

📍London / UK Remote | 💰 £135,000 - £184,000 + Share Options | Benefits | Technology

We have around 450 engineers out of roughly 5,000 people in total - and we have big ambitions. There are many interesting challenges ahead, and we're happy for people to move between teams or to specialise, whatever you prefer. As an engineer here you'd be able to work directly with anyone across the company, and we run regular knowledge-sharing sessions so you’ll learn heaps about everything from how banks work to effective communication.

We contribute to open source software as much as possible. Our blog is a good place to learn even more about what we do.

This role sits in our Customer Operations collective. Our Customer Operations team includes over 75 technical staff (Backend Engineers, ML Engineers, Mobile Engineers, Web Engineers, Analytics Engineers, and Data Scientists).

Our vision is to deliver seamless support that builds trust, deepens loyalty, and powers Monzo’s sustainable, profitable growth. We enable this vision by providing tech-led and human support experiences for over 14 million customers.

• Automation-first Customer Problem Detection and Resolution. We are committed to an automation-first approach in customer experience, which includes:
  • Proactive issue prevention:
    Identifying and resolving high-friction issues before they impact customers, with a focus on scalable, systemic solutions.
  • Automated and AI-driven resolution:
    Delivering high-quality self-service and AI-powered experiences to resolve customer issues.
  • End-to-end customer resolution:
    Providing platforms and tools that allow AI to work alongside human specialists to resolve complex customer journeys.
• Automated Workforce Management. We are building an efficient, automated operational model that integrates machine learning for forecasting, scheduling, routing, and task-matching to optimize our global operations.
• Solid Tech Foundations and Developer Experience. Customer Operations operates as a platform providing a highly available, reliable, secure, compliant, and performant platform of data, software, and infrastructure solutions that:
  • meet the needs of our growing business
  • accelerate the productivity of humans in the loop
  • maintain cost-efficiency that is at most linear to the growth of our business

A Senior Staff Engineer at Monzo is a technical (IC) leadership position. You will have company-wide influence, working with other collectives to grow Monzo.

This role will primarily focus on automation-first customer problem detection and resolution. You’ll sit at the intersection of our customer experience, AI and platform teams to bring customer-focused automation solutions that improve customer satisfaction and product engagement while building a cost-efficient way to scale operations.

• Expect to be hands on and deeply technical with code and infrastructure, using your software engineering and system building skills and expertise to lean in and solve deep technical challenges
• Partner with the Engineering Director for Customer Operations and other ICs to provide technical leadership around resiliency across Monzo
• Build a deep understanding of our…