Senior Customer Success Manager

July 12

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Monarch Money

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A financial coach in your pocket. Get personalized advice on how to best grow your money.

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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!