Second up in our run of AMAs with the Monzonauts is @Minnie
Minnie has been on the rocket ship Monzo for over 3.5 years and started as a COp specialising in lots of different areas (Vulnerabilities, Financial Difficulties, Business Banking and Troubleshooting to name a few) and now is a team lead in the Retail domain.
Minnie will be joining us to answer questions and give a bit more on what she does on Friday 25th June throughout the day but wanted to open the Topic now to see if there’s any questions for her in advance.
Minnie has just joined the Community so let’s make her feel welcome
I don’t understand what this means she does? It tells me nothing about what the scope of her job is. Or am I just stupid not knowing what “team lead in the retail domain” means in every day speak?
Sorry for the jargon there! Day to day I manage a team of around 15 people. My team specialises in Troubleshooting, which means they are the communication between the Engineering team and our customers. It varies, but generally my team reports bugs, looks at quick fixes, helps with complex issues internally; they generally swoop in and save the day!
I make sure we’re all working towards the same goals, help with development and feedback, encourage everyone to do what makes them happy in work and I report back any issues we find as a team to the relevant department to get fixed.
I hope that’s a bit more helpful! I’m happy to explain a bit more if you’d like
The problems reported will vary wildly between ‘reboot your phone’ and ‘complex server issue’ - do you have a scale/level of difficulty needed to resolve the issue that is applied to an issue report? Or is it simply levels of escalation that show how complex an issue is becoming?
Hi @Minnie When a user reports an issue where do you/Monzo draw the line on “uninstalling the app will fax that” vs something that needs to be proactively fixed?
Related to that are you the right person to advise on this issue which I’m still experiencing?
Some genuine questions now, but all less important than my previous one…
Can you explain what the retail element of your role/title means - and are there any counterparts of your role that aren’t retail facing?
What’s the best thing Monzo have done during the pandemic to support you, and what stuff will you “keep”?
What’s the most bizarre problem that your team has had to solve?
Can you tell us more about your career journey at Monzo; what’s been your favourite role / how does the Monzo career journey work from your experience?
What did you do before Monzo?
Is there anything you’re working on at the moment that you’re particularly proud of and want to boast about a bit?
and started as a COp specialising in lots of different areas (Vulnerabilities, Financial Difficulties, Business Banking and Troubleshooting to name a few) and now is a team lead in the Retail domain.
