Customer Success Lead

Monarch Money

. Triage agent escalations, resolving or routing them appropriately and coaching agents .

Posted 9/24/2026full-timeRemote • United StatesSenior💰 $111,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support with a focus on resolving escalations, training agents, and improving processes. Proficient in creating clear documentation and identifying trends to enhance customer experience in a B2C SaaS environment.

Highest-signal resume keywords

Customer-Facing SupportEmail/Async SupportDe-Escalation SkillsTraining and OnboardingHelp Center Content Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Written CommunicationHelp Article WritingTraining Material CreationQA Process ImprovementTrend Identification

Soft Skills

Excellent Customer InstinctsSelf-Direction

Tools & Technologies

AI-Assisted Support ToolingWorkflow Automation

Industry Keywords

B2C SaaSSubscription-Based Consumer AppCustomer Support

About the role

Key responsibilities & impact

Triage agent escalations, resolving or routing them appropriately and coaching agents
Communicate directly with customers on complex or sensitive cases
Own customer issues raised through app store reviews, community forums, and social channels
Audit ticket queues for QA issues, process inefficiencies, and escalation needs
Surface emerging trends requiring broader solutions
Train new agent cohorts and enable the existing team
Create and maintain internal documentation, process guides, and training materials
Own the accuracy and clarity of customer-facing Help Center content
Contribute to CS department projects, process changes, and internal tooling improvements

Requirements

What you’ll need

3+ years in customer-facing support roles
At least 2 years of email/async support for an online consumer product (B2C SaaS)
Clear written communication
Ability to write help articles, training materials, and de-escalation emails
Excellent customer instincts and strong de-escalation skills
Self-direction in a remote, asynchronous environment
Ability to identify emergent support trends and propose QA, training, or content improvements
Personal finance knowledge (nice to have)
Experience supporting a subscription-based consumer app (nice to have)
Experience with AI-assisted support tooling and workflow automation (nice to have)
Experience contributing to a formal agent training, onboarding, or QA program (nice to have)

Benefits

Comp & perks

Competitive cash and equity compensation
Bonus opportunity
Stipend to set up an ideal working environment
Medical, dental, and vision benefits for US employees
Ability to contribute to a 401(k) plan for US employees
Unlimited PTO
Monthly 3-day weekend via First Friday off
Fully remote work with no central office
Flexible choice of home, co-working space, or elsewhere