Senior Customer Success Manager

Summary

Join Monarch, a premier financial life management company experiencing rapid growth, as a Customer Success Manager. You will engage with customers to resolve escalated tickets, provide support to customer support agents, analyze customer issues to identify improvement opportunities, and develop internal documentation and training materials. You will also conduct training sessions, maintain help center content, perform quality assurance checks, and oversee the bug escalation process. This fully remote position requires 3+ years of customer-facing experience and 2+ years of Zendesk experience. Monarch offers competitive compensation, a work-from-anywhere policy, a setup stipend, and comprehensive benefits.

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

Responsibilities

• 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

Preferred Qualifications

Knowledge of personal finance management and/or PFM apps

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!