Customer Success Lead

New

MonarchPersonal Finance

Remote (US), 9 AM – 2 PM PTFull-TimeLead

Salary$111K - $130K; $111K – $130K • Offers Equity • Offers Bonus

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Job Details

Experience: 3+ years in customer-facing support roles
Required Skills: DocumentationQuality AssuranceCustomer SuccessTrainingProcess improvementCustomer support

3+ years in customer-facing support roles.
At least 2 years of experience in email/async support for an online consumer product (B2C SaaS).
Clear written communication, with the ability to effectively write help articles, training materials, or de-escalation emails.
Excellent customer instincts and strong de-escalation skills.
Experience managing public-facing feedback from app store reviews and community forums.
Self-direction in a remote, async environment, taking action where needed and flagging issues early.
Ownership beyond ticket scope, with the ability to identify emergent support trends.
Ability to propose improvements to QA, training, or content.

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.
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.
Own accuracy and clarity of customer-facing Help Center content.
Take on scoped pieces of CS department projects, from process changes to improvements in internal tooling.

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