OVERVIEW

ABOUT THE ROLE

As an iOS Engineer on the Instacart Business team, you will play a central role in developing iOS applications that support our B2B ecommerce solutions. You will be responsible for creating and implementing innovative mobile features that drive efficiency and improve access for business clients. Your contributions will be critical in helping Instacart expand its B2B offerings and enhance platform reliability. We're looking for someone who is passionate about crafting scalable software and excited to take ownership of the product development lifecycle from conception to deployment. Sound exciting? Keep reading.

ABOUT THE TEAM

The Instacart Business team is a dynamic and rapidly growing group tasked with developing Instacart's presence in the B2B ecommerce domain. We are dedicated to building a suite of enterprise products tailored to meet business needs, such as bulk ordering, tax exemptions, receipt exports and team-wide reporting. Our collaborative environment encourages innovation and values each member’s contribution towards our collective goals. Joining our team offers you the opportunity to shape the future of our business marketplace offering and influence the broader strategy of our B2B solutions.

Our team thrives on dynamic challenges, and we take pride in developing and maintaining scalable solutions to the largest challenges our customers face. We've embraced a culture of open and candid collaboration where everyone's views matter, allowing us to continuously innovate and drive impact within the B2B e-commerce space.

ABOUT THE JOB

In this role, you will:

• Develop and enhance iOS applications used by business clients.
• Collaborate with cross-functional teams to define, design, and ship new features that improve the enterprise-grade platform.
• Participate in project roadmaps to create user experiences that drive customer satisfaction and engagement.
• Engage in code reviews to ensure high standards of software quality.
• Work on strategic initiatives that enhance our platform’s capabilities and business value.

About You

Minimum Qualifications

3+ years of experience in mobile development, Software Engineering or related experienceExperience developing iOS applicationsExperience with iOS fundamentals, including Swift, Swift UI, RxSwift etc.Solid communicator, comfortable seeking and receiving feedback.Strong analytical and debugging skillsA collaborative mindset to be able to partner with engineers, designers, and PMs from multiple teams to co-create impactful solutions while supporting system contributions.

????London/ UK remote | ???? £78,000 - £110,000 base salary per year ➕ share options | Benefits | Technology 

About our Mobile Engineering Practice

Our mobile engineers have a variety of different backgrounds

There are ~30 iOS engineers at Monzo and we’re looking for more to join the team. We have several non-graduates; only some of us studied Computer Science; some of us have worked in huge companies; some have only ever worked in startups; others are former consultants. As long as you enjoy learning new things, we’d love to talk to you.

Monzo works in project-based sprints in small, interdisciplinary teams

We have 350+ engineers out of roughly 4,000 people in total - and we have big ambitions. There are many interesting challenges ahead, and we're happy for people to move between teams or to specialise, whatever you prefer. As an engineer here you'd be able to work directly with anyone across the company, and we run regular knowledge-sharing sessions so you’ll learn heaps about everything from how banks work to effective communication.

Your day-to-day:

We’re searching for product-aware iOS engineerswith a passion for great UI and UX to join our team. You understand the need for tested, resilient code balanced against the need to move fast and iterate.

You’ll be working on a product that is a part of day to day life for more than 11 million people already, and your work here will shape the way that people interact with their finances.

This role is all about collaborating across disciplines to test hypotheses and make a difference to customers. As an iOS engineer at Monzo you'll work in a small, autonomous product squad alongside Android Engineers, Backend Engineers, User Researchers, Product Designers, Product Managers, QA Testers, Data Scientists and Business Analysts.

Your mission will depend on the squad, but currently mobile engineers are working on the core personal banking experience, paid products, lending products, business banking and internal operations. We also have a small squad dedicated to enabling other mobile engineers to move faster.

You and your team will be responsible for an overall company goal, rather than building a specific feature - you'll have the opportunity to have impact on bothwhatwe build, andhowwe build it.

Every week we meet as a discipline to discuss tools, techniques, problems we're encountering across the company and work together to improve our codebase and processes.

You'll report to an engineering manager who will meet with you every 2 weeks 1:1, their mission is to help you develop and grow as an engineer.

Our iOS app

At Monzo, you'll get to work with industry standard tools and technologies - and help us define what great looks like for iOS engineers.

Our app is 100% Swift, built using a Model, View, View-Model architecture (MVVM). We use Coordinators to ensure we can re-use screens wherever possible, and avoid tightly coupling one screen to another. We make heavy use of protocols and extensions throughout our app.

Our networking stack is built upon Alamofire, using a generic interface to easily de-serialise objects of a certain type, and we mirror our backend micro-service architecture by building individual services to house our API logic.

We persist objects using Realm when we need to.

Our testing stack comprises of unit tests for business logic, stubbed API tests for pseudo-integration tests, snapshot tests for UI, and XCUITest for testing user input and sequencing.

We've published some talks and blog posts about how we work:

• Working with backend services on iOS
• Pushing Protocols to their Limits
• Our mobile release process: An illustrated story

You should apply if:

• You care about the impact your work has on our customers, and optimise for impact rather than the number of lines of code you output
• You are excited about and have experience in programming in Swift
• You’ve shipped and iterated on at least one app in the App Store
• You have a product mindset: you care about customer outcomes and you want to make data-informed decisions
• You love turning excellent design into beautiful products
• You’re comfortable working in a team that deals with ambiguity
• You have an understanding of the principles of computer science

The Interview Process:

Our interview process involves three main stages: 

1. Initial Call 
2. Take home task or pair coding exercise 
3. Final interview including a system design and a behavioural interview 

Our average process takes around 2-3 weeks but we will always work around your availability. 

You will have the chance to speak to our recruitment team at various points during your process but if you 

do have any specific questions or want to talk through reasonable adjustments ahead of or during application please us at any point on tech-hiring@monzo.com 

Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason

One of our engineers has written a detailed blog on their experience through this process, for extra details, hints and tips please see here.

What's in it for you

???? £78,000 - £110,000 base salary per year ➕ plus stock options + Benefits, we also provide all of our engineers with the latest MacBook Pro.

✈️ We can help you relocate to the UK 

✅ We can sponsor visas but please note we aren't able to support remote working outside of the UK at the moment

???? This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London)

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team

????Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefitshere

If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance.

#LI-Remote

#LI-TT1

Your impact

As a Relationship Manager on our Education Success Team you are responsible for ensuring your education partners are healthy, happy, successful, and retained. 

You will create repeatable and reusable tactics for driving engagement across our education partners' teams, which could include everything from webinars, email nurture, product hooks, etc. You will channel the voice of the customer both quantitatively and qualitatively to rally the necessary people and highlight success.

You will report to the Manager of Education Success, working closely with customer support, sales, and marketing to deliver a world-class customer experience and drive our business through renewals and expansions.

Your role

Product Knowledge

• Answering questions regarding the Handshake product daily

• Identifying, diagnosing, and helping customers resolve data health issues

• Expanding and deepening product adoption and usage amongst your career center partners

• Gathering, documenting, and sharing best practices on how education partners can better leverage the platform to drive student engagement

• Deeply learning and understanding the higher education and career services space (operations, structure, and metrics) 

• Consulting with education partners on their workflows to help them adapt their processes to the Handshake product and achieve student success

• Responding to detailed inquiries that require leveraging technical product knowledge combined with your strategic understanding of Handshake and our goals

Relationship Management

• Owning the core/executive relationships and ultimate success with a defined segment of education partners

• Cultivating meaningful, trusting relationships with key partners and relevant stakeholders

• Effectively navigating a complex and nuanced set of relationships to build and maintain trust at scale

• Implementing the program of recurring and on-demand touchpoints with customers

Partner Success, Health, and Retention

• Ensuring successful implementation for all new partners in your book of business

• Ensuring high and swift renewal rates. This may include the management of detailed contracts and security requests that are nuanced to each partner

• Driving customer value from the product

• Implementing and executing scalable solutions to support a large book of business

• Tracking detailed subjective health assessments to pair with data-driven account health score.

• Leveraging data to proactively identify at risk accounts and implement action plans 

• Collaborating across the Handshake organization to ensure that customer needs are met in an efficient and timely manner

• Understanding trends with your accounts via data reporting and dashboards and taking appropriate actions to keep account health high

• Providing effective project management for both internal and external strategic initiatives

• Executing implementation calls and training webinars with your education partners and relevant stakeholders

• Using Industry landscape, current HigherEd trends, historical relationship health and product to articulate/advice/suggest clear actions

Operations and Marketing

• Helping scale, develop, document and peer-train on internal processes to support users & peers

• Assisting with content creation for marketing collateral to education partners

• Developing the relevant topic, format and audience for targeted and scaled programming

Your experience

• 2+ years of Customer Success experience

• Proven experience with SaaS and ability to quickly learn tech stack

• Experience working with a large book of business and implementing scalable solutions to support accounts

• Experience building relationships with customers and navigating complex or difficult conversations

• Highly articulate, polished, and professional communicator

• Ability to prioritize workload while maintaining high attention to detail

• Ability to internalize changing messaging and rapidly incorporate into customer conversations

• Highly curious with “discovery” mindset

• High degree of technical aptitude

• Ability to think critically and empathetically about the customer’s needs

• Add value to a team environment by demonstrating enthusiasm and a collaborative spirit

• Adaptable to evolving business needs and willingness to contribute to process improvement

• Analytical, methodical approach to identifying challenges and measuring impact. 

• Able to drive customer onboarding, implementation and consultation

• Extremely detail-oriented and diligent 

• Able to receive feedback maturely and iterate quickly to continuously improve

• Able to leverage business acumen to guide prioritization

• Highly intuitive and high EQ

• Able to strategize independently

• Able to think critically about the customer’s needs

• Able to provide ideas for improving internal team structure

Bonus areas of expertise

• Experience with the Handshake platform

Compensation range

• $98,328 - $127,000

Vidyard is the video platform that's built for business. Sales reps, marketers, and corporate communicators use Vidyard to record and share videos that grab attention and deliver their message in a personal, impactful way. It's the video tool of choice for Microsoft, LinkedIn, and thousands of other companies. We're passionate about elevating our customers, our teammates, our communities, and ourselves.

About the Role

Vidyard is looking for a Senior Software Developerto join our Data Platform team. Reporting to the Manager, Software Development, you'll play a key role in advancing our Company Data System, enhancing data pipelines, and optimizing tools. You'll work with technologies like Druid, Redshift, DBT, Cube, and Metabase, focusing on data collection, modeling, and activation. Collaborating closely with a dynamic team of developers, data architects, and a product manager, you'll also engage with various stakeholder teams including R&D, Marketing, Finance, and RevOps. This position offers also the chance to use your expertise and collaborative skills to significantly impact product features such as Analytics, Notifications, Data Privacy Compliance (GDPR, etc), and Integrations, fostering a platform and builder experience approach.

This is a remote role open to candidates located in Canada.

About the Team

The Data Platform team’s mission is to enable all sorts of different teams within the company to make data driven decisions. We do this by building, enhancing, maintaining and supporting platform capabilities within data, tracking, and analytics based infrastructure and features. While our primary focus is on enabling data driven decisions for teams within Vidyard, we always have Vidyard customers top of mind too. We strive to deliver user value quickly and iteratively, and in a way that drives business health and growth.

Recent projects include rearchitecting our Data Warehouses to simplify and enable better product decision making, and refactoring/improving our video analytics collection.

 What You’ll Work On

• Leading key projects enhancing our data pipeline and roadmap while assessing cutting-edge technologies.
• Promoting the adoption of internally developed tools through engaging with users, creating comprehensive guides, and ensuring the tool integrates well with existing systems.
• Ensuring code development and review meet our high standards.
• Participatingin our incident management process. This includes addressing incidents, ensuring swift resolutions, and conducting thorough root cause analyses. You will also share key learnings and outcomes during incident reviews to help identify and implement action items that prevent future occurrences.
• Integrating cost-effectiveness and security considerations into our data practices, ensuring our infrastructure is not only scalable and efficient but also secure and economically viable.

What You’ll Bring to this Role and Your New Team

• Data Engineering Expertise (5+ Years of Experience): Dive deep into Data Systems (Collect, Ingest, Store, Process, Visualize, and Analyze). If these are your passions, we're looking for you.
• Data Modeling Expertise: You're skilled at designing and implementing data models that are robust, scalable, and optimized for performance.
• Decisive in Ambiguity: You're comfortable making decisions in uncertain situations, knowing that action often leads to answers.
• Communication Champion: Your role will require exceptional clarity in communication, a keen ability to understand and manage risks, and skill in discussing technical trade-offs to meet data needs and project objectives.
• Collaboration Across Teams: Work closely with R&D and RevOps teams (and beyond) to build a robust Company Data System that aligns with business needs and internal users requirements.
• Quality Leader: You're driven to uplift our standards in quality, reliability, and performance.
• Lean & Experimental: You have an iterative and value-driven approach and love to experiment.
• Mentor & Guide: Sharing knowledge and mentoring team members is second nature to you.

Technical Skills We’re Targeting

• Data System tools such as AWS RDS, Kinesis, Fivetran, Redshift, Druid, AWS S3, DBT, Cube, Census, BI Tools (Metabase, Looker)
• Debugging expertise and familiarity with monitoring tools like Rollbar, Datadog
• Server technologies such as Node.js and Ruby on Rails
• Relational Databases such as MySQL, PostgreSQL

Nice to Have

• Experience with Infrastructure as Code tooling - e.g. Terraform
• Experience with Kubernetes
• Experience with modern front-end stacks - e.g. Webpack, Babel, Vue.js, React.js

What You’ll Love about Vidyard:

• Competitive pay
• Comprehensive, flexible benefits on day one
• Wellness allowance to spend on what’s important to you
• Flexible hours + unlimited vacation + programs to support travel while working, enabling you to live your best life
• Access to Inkblot, a digital mental health platform + $1,500/person/year for mental health coverage
• Allowance to support your ongoing growth and development
• Parental leave top-up
• Paid volunteer hours
• Employee resource groups to empower and drive change at Vidyard and in our communities
• RRSP match
• Stock options
• Flexible holiday program
• Home office stipend
• Flexibility to work in the place that brings out your best: whether you thrive in the comfort of your home office, or are local to, and prefer the energy of our collaboration space in Kitchener, Ontario, Canada, there is flexibility for all. Although we default to remote-first there will be occasional in-person meetings/events purposefully designed for connection and collaboration.

Customer Service Operations Manager (Multilingual English & Spanish) 

About Viator:

Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home. 

​We believe that we are better together, and at Viator we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Viator, we want you to bring your unique identities, abilities and experiences, so we can collectively revolutionise travel and together find the good out there.

Location: Oxford/Hybrid: 3 times per week office attendance for day shifts, late/evening shifts will be home based.

Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. We operate a 24hrs 7 days week environment; shifts assigned to you may require that you work over weekends and public holidays.

As the Customer Service Operations Manager, you are an integral part of the global Viator Operations Management team. You will report to the Director of Customer Services  and will have frequent and significant exposure to the management teams of Viator. You will be responsible for recruiting, developing and managing the department within the in-house call centre operations in the Oxford office centred on escalations, social media and complaint resolution. In addition, you will also help in supporting wider global operations.

The individual will have a strong analytical approach to work and proven track record of managing processes and teams with a high level of attention to detail.

• Evaluate performance and ensure the teams utilise the service management metrics for the ongoing monitoring of performance for teams and individuals.
• Direct and motivate direct reports and teams to achieve agreed targets. Ensure personal goals and objectives are set, communicated, measured and reviewed as per company policy.
• Effectively manages performance of the team, addresses under performance in a swift manner and openly celebrates success. Conducts monthly 1:1's with formal review of performance.
• Active development of the team, provides a considered structure for continuous development. Identifies individuals for appropriate succession planning.
• Ensure that all coaching and development logs are accurate and timely.
• Supervising staff in accordance with company policies and procedures.
• Coordinate coaching and training of staff onsite.
• Produce literature and manuals were appropriate to help improve performance.
• Identify and implement initiatives to improve employee engagement.

Operational Management

• Determine daily plan to meet and exceed business performance targets by ensuring sufficient capacity available to meet incoming volumes and minimise backlogs.
• Ensure that service issues are recorded and responded to within agreed service levels and timelines.
• Assist with the design and testing of potential process changes and work with key stakeholders to ensure successful implementations.
• Keep up to date with company, department and process knowledge.
• Standardise processes, procedures and platforms for service delivery.
• Auditing of processes to ensure currency and accuracy in line with department standards.
• Monitor customer feedback and interactions to ensure we leverage customer insights to build a culture of continuous improvement.
• Proactively champion best practice to enhance agent productivity, CSAT, Quality, Issue Resolution and First Contact Resolution. Regularly help to review processes and develop improvements.
• Champion Department Initiatives and show pro-activity in identifying where knowledge or process gaps exist to coach, educate and provide assistance as required.
• Work closely with various functions like Quality, Training, WFM and Human Resources to strengthen the business relationship between the departments.
• Partner with operations management and new product teams to successfully introduce new products and processes to our customer and global base.

 Customer Relations

• Understanding key demand / complaint drivers.
• Partner with the legal and PR teams to assess and strengthen process controls and regulatory adherence.
• Work with key business stakeholders to minimise DSAT drivers and improve Customer Experience and Satisfaction..
• High activities cases tracked, managed and analysed. Reduce the number of touches per case.
• Ensure SLA’s on responding to complaints and escalations are hit.
• Report risk events and ensure Corrective Action Plans are raised as necessary.
• Monitor potential claims ensuring minimal financial impact to the business and provide financial reporting back to management on the cost of resolution.
• Produce weekly / monthly and ad hoc reporting of the above to senior management level.
• Investigate and report on poor supplier conduct, assist in driving initiatives to improve supplier behaviour.
• Manage, respond and track forum reviews for Viator.
• In addition - any other duties delegated ad-hoc.

What are we looking for?

• At least five years of experience managing a Customer Support team across different cultures with managing US emplyess.
• Accomplishes organisation’s goals by accepting ownership for delivering on new and different requests; exploring opportunities to add value to tasks undertaken.
• Passion for solving customer issues.
• Ability to handle confidential information and adhere to established protocols.
• Strong time management/prioritisation skills and multi-tasking ability.
• Excellent editorial judgement and command of the English language.
• Ability to work independently, anticipate problems and suggest solutions.
• Experience with relevant applications, including but not limited to: Managed multi-channel operations i.e. voice support, email.
• Experience managing escalations / complaint cycles.
• Web-based content management Systems.
• CRM/Customer Support Tools
• Word Processing/Spreadsheet Applications (Microsoft Office, Google etc.)
• Social Media Applications (Facebook, Twitter, etc.)
• Hands-on experience with user-generated content. (either personally or professionally)
• In addition, the ideal candidate will demonstrate the following competencies:
• Flexible and open to change and new information; adapts behaviour and work methods accordingly.
• Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback.
• Exhibits integrity through fair and ethical behaviour toward others and a demonstrated sense of corporate responsibility and commitment.
• Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people.
• Can be relied upon to ensure that projects within areas of specific responsibility are completed in an appropriate and timely manner and acknowledges mistakes, learns from those events and is able to move forward productively.
• Identifies and analyses problems; distinguishes between relevant and irrelevant information.
• Ability to balance time to market with a solution and make the right trade-offs along the way
• Strong analytical skills: understands and utilises metrics relevant to role.
• Clear communication through expression of facts and ideas in a clear, convincing and organised manner
• Good business judgement when making decisions and always considers the relevance/impact of each decision on the business.

#Viator

#LI-JAC0B

Overview

About the Role - 

As a Staff/Senior Software Engineer, you will develop multiple new products from the ground up, tailored for various Instacart partners such as retailers and brands. Your role will involve shaping the product vision alongside close collaboration with end customers and the product team. Additionally, you will enhance the architectural framework to increase delivery speed and facilitate swift product development. You will also implement new processes to boost operational excellence, making use of AI tools to accelerate development. Furthermore, you will mentor a team of 15-20 engineers, supporting their professional growth and development.

About the Team 

This position is within the Enterprise Fulfillment organization, tasked with developing numerous products designed to enhance our partners' e-commerce revenue. Our team oversees various initiatives, such as Fulfillment services that enable retailers to integrate fulfillment capabilities directly into their websites, a Pickup App to optimize retailers' in-store pickup operations, and a Task Platform aimed at helping brands streamline operations and increase in-store sales.

Our primary objective is to drive Gross Transaction Value (GTV) growth for the company. The products managed by our organization contribute billions to Instacart's GTV, showcasing significant growth which consistently surpasses the overall expansion rate of Instacart. In this role, your contributions will be crucial in sustaining and augmenting this momentum. 

About the Job 

• Develop and implement core platform solutions for pioneering product launches that revolutionize the digital grocery landscape.
• Define and advance a three-year technological vision to enhance innovation and platform scalability.
• Collaborate with product and business teams to generate impactful ideas and insights.
• Analyze and refine our architecture to propose new systems that improve delivery and operational excellence.
• Establish new standards to improve the engineering quality of partner-centric products.
• Employ advanced AI toolsets to accelerate development processes.
• Mentor and nurture a team of engineers, promoting a culture of growth and excellence.

About You

Minimum Qualifications

• 10+ years of experience in a Software Engineering role or related experience
• Expertise in drafting vision and design documents.
• Strong proficiency in maintaining high standards for production services.
• Rapid coding skills and management of high-traffic production services.
• Experience engaging directly with product teams and customers.
• Proven ability to mentor a team, influencing a group of 15+ engineers.

Preferred Qualifications

• Skilled at navigating ambiguity and deriving insights from complex data sets.
• Experience working across teams to champion platform solutions.
• Visionary thinker capable of generating transformative ideas.
• Expertise in leveraging AI to enhance delivery velocity and efficiency.