Customer Success Lead

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $111k - $130k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 9%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Monarch Money

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2016

💸 Finance

💳 Fintech

👥 B2C

Finance • Fintech • B2C

Monarch Money is an all-in-one money management platform designed to help users achieve financial clarity, confidence, and peace of mind. The platform allows users to track all their account balances, transactions, and investments in one place, and collaborate with partners or financial advisors at no extra cost. Monarch offers best-in-class data connectivity, syncing with multiple financial data aggregators to ensure all accounts are updated. It features advanced tools for budgeting, investment tracking, and financial goal management, utilizing AI for transaction organization. Available on web, iOS, and Android, Monarch emphasizes security, providing bank-level data protection. The platform is ad-free, focusing on enhancing users' financial life without distractions, and is highly rated for its user-friendly interface and comprehensive functionality, making it an ideal choice for personal finance management.

📋 Description

• Triage agent escalations, resolving or routing them appropriately and coaching agents • Communicate directly with customers on complex or sensitive cases • Own customer issues raised through app store reviews, community forums, and social channels • Audit ticket queues for QA issues, process inefficiencies, and escalation needs • Surface emerging trends requiring broader solutions • Train new agent cohorts and enable the existing team • Create and maintain internal documentation, process guides, and training materials • Own the accuracy and clarity of customer-facing Help Center content • Contribute to CS department projects, process changes, and internal tooling improvements

🎯 Requirements

• 3+ years in customer-facing support roles • At least 2 years of email/async support for an online consumer product (B2C SaaS) • Clear written communication • Ability to write help articles, training materials, and de-escalation emails • Excellent customer instincts and strong de-escalation skills • Self-direction in a remote, asynchronous environment • Ability to identify emergent support trends and propose QA, training, or content improvements • Personal finance knowledge (nice to have) • Experience supporting a subscription-based consumer app (nice to have) • Experience with AI-assisted support tooling and workflow automation (nice to have) • Experience contributing to a formal agent training, onboarding, or QA program (nice to have)

🏖️ Benefits

• Competitive cash and equity compensation • Bonus opportunity • Stipend to set up an ideal working environment • Medical, dental, and vision benefits for US employees • Ability to contribute to a 401(k) plan for US employees • Unlimited PTO • Monthly 3-day weekend via First Friday off • Fully remote work with no central office • Flexible choice of home, co-working space, or elsewhere