Customer Success Executive

Employment Type: Full-time (60+ hours/week), Independent Contractor
Location: Remote
Schedule: Monday to Friday, 8 AM to 8 PM Eastern Time (8:00 PM - 8:00 AM PHT), with rotating weekend coverage as needed.
Compensation: $6/hr

About the Role
We’re a U.S.-based, venture-backed financial technology startup on a mission to redefine financial access. We're seeking a resilient and process-driven Customer Success Executive to be the frontline of our customer experience. This role is critical for managing high-volume customer interactions while helping to build scalable support systems.

About You
You thrive in a fast-paced, independent environment where volume is high and processes are being built in real-time. You are naturally systematic, staying calm and effective under pressure. You don't just solve problems for customers; you look for patterns and ways to prevent them in the future. You see a heavy workload as a puzzle to optimize, not a burden.

Key Responsibilities

• Handle 50–100+ customer inquiries daily across Intercom (chat/email) and Instagram DMs with accuracy, empathy, and speed.
• Proactively identify trends in customer issues and suggest improvements to FAQs, automations, and workflows.
• Build and manage Intercom workflows and automations to enhance efficiency.
• Maintain the highest standards of data security and confidentiality.
• Help document processes and build the foundation for a scaling support team.

• 2+ years of experience in customer support, preferably in a digital/tech environment. 
• Proven ability to handle high-volume queues (e.g., live chat, email tickets)
• Excellent, clear, and professional written English.
• A systematic and process-oriented mindset. You love building personal systems to manage your work.
• High degree of personal accountability and the ability to work independently with minimal supervision.
• Strong problem-solving skills and a desire to find the root cause of issues.
• A stable internet connection and a dedicated, quiet workspace.

Bonus Points for:

• Exposure to financial services or fintech.
• Experience with Intercom or similar tools.
• Experience working in a startup or high-growth company.

• Work From Home
• Training & Development