Customer Success Lead

About Us:

Monarch is a powerful, all-in-one personal finance platform designed to help make the complexity of finances feel simple again. Since launching in 2021, we’ve become the top-recommended personal finance app by users and experts. Our goal? To take the stress out of finances so our members can focus on what truly matters.

We are a team of do-ers led by experienced entrepreneurs who are passionate about helping our members reach their financial goals. We are hyper focused on building a product people love and continuing to evolve based on user feedback.

As a fully remote company (even before COVID!), we welcome applicants from almost anywhere. Our team collaborates synchronously mostly from 9 AM – 2 PM PT and embraces asynchronous work to stay connected across time zones.

Join us on our mission to transform lives by simplifying money, together.

The Role:

As a Customer Success Lead, you will be a mentor and source of support for our team of agents who respond to customer tickets. This role will also communicate directly with customers on our most complex and sensitive ticket escalations, and help drive improvements through training, documentation, and cross-functional collaboration. The ideal candidate for this role will bring strong communication skills, a customer-first mindset, and a proactive approach to ensuring excellent support experiences.

What You'll Do:

• Support the success of the Customer Support team by assisting agents with ticket resolution and general inquiries

• Handle high-level customer escalations and provide direct support when necessary

• Identify and flag recurring customer issues, contributing to the planning and execution of long-term solutions

• Develop and maintain internal documentation and training resources for the support team

• Lead training sessions for support agents to ensure knowledge consistency and continuous improvement

• Manage and update customer-facing Help Center content to ensure accuracy and clarity

• Conduct regular audits of new and open ticket queues to identify quality assurance concerns and potential escalations

• Collaborate cross-functionally with other teams to resolve escalated issues requiring external input

Technologies:

• Zendesk

• Slack

• Notion

• GSuite

• Linear

• Stripe

• Loom

What You'll Bring:

• 3+ years of experience in customer-facing role, at least 2 years of which was for a digital consumer product

• 2+ years of experience using Zendesk or similar helpdesk tool

• Experience creating written documentation for both internal and external use

Nice to have:

• Knowledge of personal finance management and/or PFM apps

Benefits :

• Work wherever you want! As a fully remote company with no central office, we want you to work wherever you are happiest and most productive. Whether that’s out of your home, a co-working space, or elsewhere.

• Competitive cash and equity compensation in a hyper growth, early stage company 🚀.

• Stipend to set-up your ideal working environment.

• Competitive Benefit Plans for employees based on your location (e.g. in the US we offer: Medical, dental and vision benefits and the ability to contribute to a 401k plan).

• Unlimited PTO.

• 3 day weekend every month! We take off the “First Friday” every month to focus on rest, recuperation, or just having fun!

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.