← All roles

Customer Success Lead

Monarch Money· Customer Success
Apply on company site
Remote$96k - $115kFull-timePosted 1w ago

About the role

Customer Success Lead responsible for escalations, agent enablement, and process improvements within a fully remote CS team; focuses on complex customer issues, training, documentation, and improving help content and internal tooling.

Responsibilities

  • 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 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

Qualifications

  • 3+ years in customer-facing support roles, at least 2 of which included 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, including those surfaced from public view (app store reviews and community forums)
  • Self-direction in a remote, async environment; takes action where needed and flags early when stuck
  • Ownership beyond ticket scope, with the ability to identify emergent support trends and propose improvements to QA, training, or content

Skills

Required:Escalation managementCustomer advocacyDocumentation and training material creation

Benefits

  • Work wherever you want! As a fully remote company with no central office, you can work wherever you are happiest and most productive.
  • Competitive cash and equity compensation in a hyper growth, early stage company 🚀
  • Stipend to set-up your ideal working environment
  • Competitive Benefit Plans for employees based on your location (e.g. US Medical, dental, vision, and 401k)
  • Unlimited PTO
  • 3 day weekend every month (First Friday off)
Last updated Oct 15, 2026. Interested? Apply on the company site.
Monarch Money logo

About Monarch Money

Track, budget, plan, and do more with your money | Monarch Money

The modern way to manage your money. Monarch makes it easy to track all of your accounts, optimize your spending, analyze your investments, and create a financial plan to achieve your goals.

fintechpersonal financebudgetinginvestment analysisfinancial planning
Company profileWebsite

More open roles at Monarch Money