Senior Customer Success Manager

About Us

Monarch came out of private beta in early 2021. Since that time we have quickly become one of the premier ways to manage your financial life. Customers love the product and we have seen rapid, organic growth. Our users say that Monarch helps them feel more confident in their finances, and more confident in their financial future.

Our founding team consists of product-driven, serial entrepreneurs with multiple exits. Additionally, our CEO was one of the original creators of Mint.com and has a unique perspective on what is needed to meet consumers' needs in this market.

We are passionate about building a company, product and brand that both customers and employees love. We are well-funded by top venture firms and angel investors.

We founded the company as a fully-remote team (pre Covid!) and are open to applicants that live within a 5 hour time zone difference of US Pacific Time.

This is designed to be a senior role since it is taking ownership of a new area with a lot of technical / product complexity (ie you've probably done this sort of work for years). But if you think you're equipped for the job, please apply!

Responsibilities

• Engage with customers on escalated tickets to ensure their issues are resolved satisfactorily and promptly, providing a high level of customer service and support.

• Respond to questions from customer support agents and provide necessary guidance and assistance on their tickets, helping them to resolve customer issues efficiently.

• Analyze customer issues to identify recurring trends or opportunities for improvement within Customer Success functions, and work with the team to develop and execute effective solutions.

• Develop comprehensive internal documentation and training materials for agents, ensuring they have the resources they need to perform their duties effectively.

• Occasionally conduct training sessions for customer support agents, equipping them with the knowledge and skills required to handle customer inquiries and escalations effectively.

• Regularly update and maintain external help content in our Help Center, ensuring that customers have access to accurate and helpful information.

• Perform quality assurance checks on agent work, providing feedback and flagging areas for improvement to team leads to ensure a high standard of customer support.

• Oversee the bug escalation process by identifying issues, coordinating with relevant teams to resolve them, and ensuring that customers are kept informed throughout the process.

Technologies

• Zendesk

• Slack

• Notion

• GSuite

• Linear

• Stripe

• Loom

Requirements

• 3+ years of experience in customer-facing role for an online consumer product

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

• Experience creating written documentation

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.

• Medical, dental and vision benefits (Full time US only).

• 401k (US only).

• 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.