I created this sub-publication to share roles that might be interesting to my coaching and workshop clients. Mostly one job a day, mostly remote, mostly hiring for other roles as well, and always interesting.
Excerpt:
Monarch came out of private beta in early 2021. Since that time we have quickly become one of the premier ways to manage your financial life. Customers love the product and we have seen rapid, organic growth. Our users say that Monarch helps them feel more confident in their finances, and more confident in their financial future.
Responsibilities:
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Engage with customers on escalated tickets to ensure their issues are resolved satisfactorily and promptly, providing a high level of customer service and support.
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Respond to questions from customer support agents and provide necessary guidance and assistance on their tickets, helping them to resolve customer issues efficiently.
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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.
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Develop comprehensive internal documentation and training materials for agents, ensuring they have the resources they need to perform their duties effectively.
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Occasionally conduct training sessions for customer support agents, equipping them with the knowledge and skills required to handle customer inquiries and escalations effectively.
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Regularly update and maintain external help content in our Help Center, ensuring that customers have access to accurate and helpful information.
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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.
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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.
Full Job Listing
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