客户成功负责人
Customer Success Lead
### **关于我们：**
Monarch 是一个功能强大的一站式个人理财平台，旨在让复杂的财务变得简单。自 2021 年推出以来，我们已成为用户和专家推荐的首选个人理财应用。我们的目标是让财务不再令人焦虑，让用户能够专注于真正重要的事情。
我们是一支务实的团队，由有经验的企业家领导，他们热衷于帮助会员实现财务目标。我们专注于打造人们喜爱的产品，并不断寻找能让我们做得更好的优势。AI 是我们运营的核心：团队中的每个人都将 AI 作为合作伙伴，以提升判断力、加快速度并拓展可能性。我们不追求工具的熟练掌握，而是寻求对 AI 的流利运用和好奇心。重要的是，AI 是你当前工作的一部分，并且你正在主动提高自己使用 AI 的水平。
作为一家完全远程的公司（甚至在新冠疫情之前），我们欢迎几乎所有地方的申请者。我们的团队主要在太平洋时间上午 9 点至下午 2 点进行同步协作，并采用异步工作方式，以保持跨时区的联系。
加入我们，共同使命是**一起简化金钱，改变生活。**
### **职位描述**
作为客户成功负责人，你将成为处理客户工单的代理人的关键支持和专业知识来源。你将主动介入我们最复杂和敏感的客户对话，并通过培训、文档和流程改进推动客户成功部门的提升。理想的候选人具备出色的沟通能力，以客户为中心的思维，并能发现单个工单背后的模式。
### **你将负责的工作**
**升级处理与客户倡导**
- 处理代理人的升级请求，根据情况解决或转接，并在过程中指导代理人
- 直接与需要特殊支持的复杂或敏感案例的客户沟通
- 负责通过非支持工单渠道公开传达的客户问题，包括应用商店评论、社区论坛和社交渠道
**代理人赋能与流程改进**
- 审核工单队列，标记质量保证问题、流程低效和需要升级的工单
- 发现需要更广泛解决方案的新兴趋势，并提供行动所需的相关背景信息
- 参与新代理团队的培训以及现有团队的持续赋能
- 创建并维护内部文档、流程指南和培训材料
查看英文原文
### **About Us:**
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.**
### **The Role**
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.
### **What You'll Do**
**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
### **What You'll Bring**
- 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
### **Nice to Haves**
- Personal finance (PFM) knowledge
- Experience supporting a subscription-based consumer app, including billing, account, renewal, and cancellation questions
- Experience with AI-assisted support tooling and workflow automation
- Experience contributing to a formal agent training, onboarding, or QA program
### **Typical Process**
- Recruiter Video Call
- Hiring Manager Video Call
- Virtual "Onsite" (2 rounds)
- Take Home Assignment
- Final Interview
- Reference Checks
- Offer!
### **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.
- Competitive Benefit Plans for employees based on your location (e.g. in the US we offer: Medical, dental and vision benefits and the ability to contribute to a 401k plan).
- Unlimited PTO.
- 3 day weekend every month! We take off the “First Friday” every month to focus on rest, recuperation, or just having fun!
### **Equal Opportunity & Non-Discrimination**
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy and gender identity), sexual orientation, age, marital status, veteran status, disability status, or genetic information.
### **Applicant Notices**
_California & San Francisco:_ Pursuant to the California Fair Chance Act and the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for employment. We comply with all applicable fair chance hiring laws.