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Monarch Money is a top-recommended personal finance platform launched in 2021, designed to simplify personal finance management. The company is fully remote and AI-fluent, with a team of experienced entrepreneurs focused on building products people love.
As Customer Success Lead, you will serve as the escalation point and source of expertise for the customer support team. You'll handle complex and sensitive customer conversations, drive improvements through training and process work, and own customer advocacy across all channels.
Key responsibilities include:
- Triaging agent escalations, resolving issues or routing appropriately while coaching agents
- Communicating directly with customers on complex or sensitive cases
- Owning customer issues that surface publicly (app store reviews, community forums, social channels)
- Auditing ticket queues to identify QA issues, process inefficiencies, and escalation needs
- Surfacing emergent trends that require broader solutions
- Training new agent cohorts and providing ongoing enablement
- Creating and maintaining internal documentation, process guides, and training materials
- Owning accuracy and clarity of customer-facing Help Center content
- Contributing to CS department projects including process changes and tooling improvements
The ideal candidate brings strong communication skills, a customer-first mindset, and the ability to identify patterns behind individual tickets. You'll work in a fully remote environment with synchronous collaboration mostly 9 AM–2 PM PT and async work across time zones.
Requirements:
- 3+ years in customer-facing support roles, with at least 2 years in email/async support for a B2C SaaS online consumer product
- Clear written communication skills, with ability to write help articles, training materials, and de-escalation emails
- Excellent customer instincts and strong de-escalation skills, including for public-facing issues
- Self-direction in remote, async environments; takes action and flags early when stuck
- Ownership mentality beyond ticket scope; ability to identify emergent support trends and propose improvements
Nice to haves:
- Personal finance (PFM) knowledge
- Experience supporting subscription-based consumer apps (billing, account, renewal, cancellation)
- Experience with AI-assisted support tooling and workflow automation
- Experience contributing to formal agent training, onboarding, or QA programs
