Senior Staff Engineer, AI Customer Operations

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.

We have three focus areas:

• 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

Responsibilities

Senior Staff Engineer responsibilities

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.

More specifically, you ll:

• 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 customer journeys and infrastructure and then work to strengthen the infrastructure and tooling to build consistent experiences at scale; enhancing the tools, patterns and guardrails that make high-quality customer experience choices the easy ones
• Work collaboratively with product, data and operational leaders to identify and execute on opportunities that further the organisation's goals and strategy, bringing the right level of clarity, urgency and rigour as appropriate.
• Oscillate between contributing to high-level planning and strategy and organisational leadership and diving deep into the execution of problems and getting hands-on as necessary.
• Work on solving multi-faceted optimisation problems at scale, such as how to maximise the leverage of technologies like LLMs, traditional machine learning, and efficient end to end systems.
• Keep a high bar for technical excellence in the collective, through your own work, highlighting the work of others and calling out when things haven't quite met the bar.
• Use your expert knowledge and experience to lead architectural discussions for the most complex systems in the collective. You ll do this in order to arrive at solutions that are robust and optimal given the context
• Foster a culture of quality within your collective. Proactively champion measures to test work, and make this easy
• Pro-actively mentor, sponsor and up-level engineers

What you re looking for

To succeed in this role, you will need a strong background in both modern platform tooling and practical software development.

• Software engineering foundations. You have significant professional experience in software engineering, demonstrated by writing, testing, and deploying robust backend services using strongly typed languages.
• AI / Co-pilot. You have experience in solving human + tech problems at scale.
• Customer focus with a platform mindset. You are naturally inclined to solve customer problems through a platform mindset that allows solutions to scale across the company.
• System curiosity: You are deeply curious about systems, enjoy diving deep to investigate complex issues, and understand how modern distributed applications fail and scale.
• Comfort with Ambiguity: You're comfortable working in a fast-paced team that deals with ambiguity and evolving requirements.
• Quantitative mindset: You care about outcomes and you make data-informed decisions.

What you ll be using/ What you ll be working on:

We rely heavily on the following tools and technologies:

• to write our application code (there s an excellent interactive Go tutorial)
• for most persistent data storage
• for our asynchronous message queue
• and to schedule and run our services
• for most of our production infrastructure and for most of our data infrastructure.
• for internal Web dashboards
• for storing our features along a variety of tools to train and deploy models.

We d love to hear from you if

• You have a track record of technical excellence, delivering resilient systems, ideally behind consumer products
• You have technically led large teams to solve complex product challenges and manage trade-offs.
• You have experience working on Backend Systems, Data-intensive systems or real-world ML deployments
• You want to be involved in building and protecting a product that you (and over 14 million others) use
• You have a quantitative mindset: you care about outcomes and you make data-informed decisions
• You re comfortable working in a team that deals with ambiguity and have experience helping your team and partner team resolve that ambiguity