Good afternoon folks!
As you’ll all know, since you all watched Episode 11 of The Bulletin yesterday (you did, right? )
it’s SCALERS WEEK here at Monzo! Was anyone at our Open Ofice last night? If so, you’ll also know all about it!
But what is a Scaler and why do they have a week?
Well, here’s an excerpt from a lovely blog post that we just published.
At a typical bank, there’s one person working in customer support for every 3,000 customers. Right now at Monzo, we’re doing a lot better, and need one working COp for every 19,000 customers. But if we want to bring Monzo to a billion people – while building a sustainable business – we can’t keep growing our Customer Operations team at the same rate.
The Scalers team is a cross-functional team we created to tackle this challenge. We’re data scientists, designers, engineers, product managers and analysts that work alongside our Customer Operations team to make sure we can keep providing amazing customer support, at massive scale.
The reason why we’ve decided to tell you about all of the details of our Scalers team is simple : all in the name of transparency, heck yeah!
Seriously though - the point of Scalers is to address the problems that growth might cause before they happen. So it’s all about being proactive - what might happen when we hit a million users, what might happen when we hit 2 million? etc!
That’s the theme of this week’s Q&A! But before I introduce our special guest… it’s catch up time! Check out all previous Q&As below
Click here to see all previous Q&As
Week 1 : Chris MacLean, Customer Operations & Vulnerable Customers
Week 2 : James Nicholson, iOS Engineer
Week 3 : Tara Mansfield, People Operations Manager
Week 4 : James Routley, Backend Engineer
Week 5 : Hugh Wells, Customer Operations ♂️
Week 6 : Naz Malik, Technical Specialist
Week 7 : Fred Morgan, COps Squad Captain (Calls & Social Media)
Week 8 : Emma Northcott, COps Scaling Team ️
Week 9 : Jarno Wolf, COps Financial Crime Specialist & Squad Captain
Week 10 : Maria Campbell, Head of People
Week 11 : Jim Amey, Night COps Captain
Week 12 : Richard Cook, Online Community Manager
Week 13 : Beatrice Borbon, Content & Press Manager
Week 14 : Tom Blomfield, CEO
Week 15 : Ella Johanny, COps/Hiring
Week 16 : Harry Ashbridge, Writer
Week 17 : Beth Scott, Overnight COps
Week 18 : Georgie Parmenter, Executive Assistant to the Founders
Week 19 : Vulnerable Customers Team
Week 20 : Leah Templeman, Interim VP People
Week 21 : Daniel Chatfield, Backend Engineer, Fincrime & Security
Week 22 : Valerio Magliulo, Product Manager - Revenue Team
Week 23 : Sam Watkin, Operations Analyst
Week 24 : Kieran McHugh, Backend Engineer
Week 25 : Jonas Huckestein, Co-Founder and Chief Technical Officer
Week 26 : Annual Report Edition with Tristan Thomas and Julie Oey
Week 27 : Zander Brade, Lead Product Designer ️
Week 28 : Richard Dingwall, Payments Engineer
Week 29 : Oliver Beattie, Head of Engineering (Reliability Report Special) ️
All done? ALRIGHT!
We’ve got Bruno Vaz Moço, Product Manager for Scalers in the Hot Coral Hot Seat™️ this week!!!
Bruno has been here since January 2017 and he’s currently working on:
Working in the Reductivity squad in the Scalers team. We make sure that users don’t need to get in touch with customer support so that we can scale our user base effectively.
Interesting Fact about Bruno!
“I spent 30 days hiking in Iceland on my own, carrying all my food with me and sleeping in a tent.”
His fave thing about working at Monzo?
“How passionate and diverse everyone at Monzo is. You can have a conversation about any topic and will always find an alternative way of seeing things. At the same time everyone is very driven to have a positive impact in how people manage their money around the world.”
You know the score!
Get your questions in and Bruno will be here later in the week to answer them