Customer Success Lead
About the role
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're hyper focused on building a product people love, and on finding every edge that helps us do that better. AI is core to how we operate: every person on the team uses it as a partner to sharpen judgment, move faster, and expand what's possible. We're not looking for tool mastery, we're looking for fluency and curiosity. What matters is that AI is part of how you work today and that you're actively raising your own bar on how to use it well. 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.
As a Customer Success Lead, you'll be the escalation point and source of expertise for the agents handling our customer tickets. You'll proactively step in on our most complex and sensitive customer conversations, and drive improvements through training, documentation, and process work across CS. The ideal candidate brings strong communication skills, a customer-first mindset, and an eye for the patterns behind individual tickets.
Responsibilities
- Escalations and customer advocacy
- Triage agent escalations, resolving or routing as appropriate and coaching agents in the process
- Communicate directly with customers on complex or sensitive cases requiring specialized support
- Own customer issues that reach us publicly rather than through a support ticket, including app store reviews, community forums, and social channels
- Agent enablement and process improvement
- Audit ticket queues to flag QA issues, process inefficiencies, and tickets requiring escalation
- Surface emergent trends that require a broader solution, with the context needed to act on them
- Engage in training for new agent cohorts and ongoing enablement for the existing team
- Create and maintain internal documentation, process guides, and training materials that help agents resolve more on their own
- Own accuracy and clarity of customer-facing Help Center content
- Take on scoped pieces of CS department projects, from process changes to improvements in the team's internal tooling