Senior Customer Success Manager

February 7

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Monarch Money

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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.

2 - 10 employees

Founded 2016

💸 Finance

💳 Fintech

👥 B2C

📋 Description

• 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.

🎯 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

🏖️ 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! • These benefits are offered to full-time employees only**