Join us in our ambitious journey to revolutionize banking and ensure that financial tools serve everyone equally. Say goodbye to the outdated and perplexing methods of traditional banking! With our vibrant hot coral cards, early payment features, and a commitment to educating customers through engaging social media content and award-winning support, we’ve been creating memorable experiences for over 10 million customers.

At our core, we’re dedicated to addressing challenges and transforming lives, not simply selling products.

Our Customer Operations team is at the forefront of providing innovative, technology-driven, and compassionate support. We focus on enhancing customer satisfaction and product usage by delivering seamless and empathetic service.

Our Operations tech team is divided into three key areas:

• In-app Customer Solutions: We create user-friendly in-app experiences that empower customers to resolve their own issues while assisting product teams in developing superior products through reusable components.

• Support Tooling: We develop tools that enable our 3,500 customer support agents to provide outstanding assistance, while automating repetitive tasks that detract from this mission.

• Workforce Management: We ensure that customers receive timely, high-quality support by efficiently directing inquiries to the appropriate agents and managing workforce scheduling for our vast team.

This position will predominantly center on enhancing our customer support tools and optimizing workforce management systems.

As a Staff Engineer, you’ll play a pivotal role in our Operations collective, assuming a technical leadership position by:

• Collaborating with the Engineering Director to provide guidance across multiple teams, comprising over 20 engineers.

• Partnering with product, data, and operational leaders to identify and implement strategies that align with our organizational goals, applying clarity and urgency where necessary.

• Tackling complex optimization challenges, such as leveraging advanced technologies like LLMs to support human workers and enhancing the efficiency of our support system for thousands of users.

• Balancing high-level strategic planning with hands-on execution and problem-solving.

• Leading architectural discussions to develop robust solutions for our most challenging systems while maintaining high technical standards within the team.

• Actively mentoring and uplifting engineers through knowledge sharing and sponsorship.

What You’ll Work With:

Our technology stack is centered around the following, though previous experience isn’t mandatory and interviews can be conducted in any language:

• Go for application code development (check out this excellent interactive Go tutorial).

• AWS for our primary production infrastructure, alongside GCP for data management.

• Feast for feature storage, along with various tools for model training and deployment.

• GPT and Vertex models for integrating large language model capabilities.

We’d Love to Connect If You:

• Possess a proven track record of delivering resilient systems, preferably in consumer product environments.
• Have experience addressing human-technology integration at scale.
• Have led cross-functional teams to resolve complex optimization challenges.
• Utilize a quantitative approach, focusing on result-driven, data-informed decisions.
• Thrive in cross-functional teams and help navigate ambiguity.
• Are eager to collaborate with machine learning specialists to apply various models, including large language models, in practical contexts.
• Have substantial experience working with senior-level stakeholders, particularly those who may be non-technical.

About the Application Process:

Our interview journey consists of four key stages following an initial informal chat with a recruiter:

1. Introductory Call
2. System Design Interview
3. Take-home assignment or paired coding session
4. Final interview encompassing both behavioral and leadership components

We anticipate this process will take approximately 3-4 weeks, and your schedule is important to us, so we’ll do our best to accommodate.

If you have any questions or need support during your application, please feel free to reach out to our recruitment team.

Why Choose Us?

• We’ll assist with your relocation to the UK.
• Visa sponsorship is available.
• You can work from our London office or choose a flexible remote role within the UK, with occasional in-person meetings.
• Enjoy flexible working hours—maximize your productivity while balancing personal preferences.
• A £1,000 annual budget for learning and professional development, including books, training programs, and conferences.
• We provide essential work-from-home resources, including Macbooks, with additional support for home office setup for remote employees.

Diversity and inclusion are fundamental to our mission. We are dedicated to fostering a supportive environment where everyone can thrive and contribute to making money work for everyone. Explore more about our commitment to diversity in our blog, 2023 Diversity and Inclusion Report, and 2023 Gender Pay Gap Report.

We are an equal opportunity employer and consider all applicants, regardless of age, ethnicity, religion, gender, sexual orientation, gender identity, family status, nationality, or disability.

If you have a preferred name, feel free to use it during your application process—full names are not required at this stage.

Join us in our mission to create a future where everyone’s financial potential is realized!