Remote Customer Success Lead - Escalations & Training

Monarch; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work

Equity

Setup stipend

Health benefits

Unlimited PTO

3-day weekends monthly

Job summary

Monarch is a fully remote, US-based personal finance platform seeking a Customer Success Lead to mentor agents, own escalation handling, and drive improvements across training, documentation, and processes. You will engage in complex customer conversations, improve help content, and push for scalable solutions in a fast-growing SaaS environment.

Ideal candidates bring 3+ years in customer-facing roles, strong written communication, and a proven ability to work asynchronously in a remote setting.

Qualifications

• 3+ years in customer-facing support roles, with email/async support for a consumer product.
• Clear written communication for help articles and training materials.
• Strong de-escalation skills including public user feedback.
• Self-directed in a remote, async environment.
• Identify emergent trends and propose QA/training improvements.

Responsibilities

• Escalations and customer advocacy: triage escalations, coach agents, and communicate with customers on complex cases; own issues raised publicly.
• Agent enablement and process improvement: audit queues, surface trends, train new cohorts, create internal docs, ensure Help Center accuracy.
• Contribute to CS projects and tooling with scoped improvements.

Skills

Customer support

Email/async support

Communication

De-escalation

Remote work

Job description

Monarch is a fully remote, US-based personal finance platform seeking a Customer Success Lead to mentor agents, own escalation handling, and drive improvements across training, documentation, and processes. You will engage in complex customer conversations, improve help content, and push for scalable solutions in a fast-growing SaaS environment.

Ideal candidates bring 3+ years in customer-facing roles, strong written communication, and a proven ability to work asynchronously in a remote setting.