Monzo have acknowledged that they’re struggling to keep up with the pressure of having twice as many users now than they had just over 3 months ago & explained how they plan to address that in this blog post -
In fact, I’m sure that the multiple blog posts that were published last week & made up Customer Ops week were part of an effort to accelerate hiring for the Customer Ops team.
I’d be surprised if there weren’t more peaks & troughs in response times as Monzo grows because scaling is a challenge for every company. It looks like they’re hiring a Customer Operations Analyst in order to try to address that challenge as effectively as possible.
Obviously it’s impossible to predict this accurately & clearly other challengers like Revolut - who have significantly more users - are struggling, based on the complaints in their forum.
But Monzo believe that, partly by leveraging technology, they can eventually have one Customer Ops person managing 40x more users than the traditional retail bank, which would presumably mean that the generally excellent support that we’re now used to would be sustainable -