Customer Success Executive

Employment Type: Full-time (60+ hours/week), Independent Contractor

Location: Remote – Philippines

Schedule: Monday to Friday, 8 AM to 8 PM Eastern Time (or similar), with some weekend coverage

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 highly driven Customer Success Executive to be the frontline of our customer experience—resolving issues, building trust, and driving satisfaction in a fast-paced digital environment.

In this critical role, you’ll manage high volumes of customer conversations across multiple platforms—including chat, email, and Instagram DMs—while also helping to build the infrastructure for a scalable, efficient support function as we grow.

About you

You’re a seasoned support professional with a background in banking or financial services. You bring clarity, empathy, and speed to every interaction—confidently navigating complex issues while keeping the customer at the center. You're as comfortable resolving a sensitive financial concern as you are engaging in a friendly Instagram DM.

Responsibilities

• Customer Support: Respond to 50–100 customer inquiries daily across Intercom (chat/email) and Instagram DMs with accuracy, care, and urgency.
• Problem Solving: Resolve complex, sensitive customer issues—especially those related to banking or financial services—efficiently and professionally.
• Automation & Workflows: Build and manage Intercom workflows and automations to improve speed, consistency, and satisfaction.
• Process Improvement: Identify trends, report recurring issues, and proactively recommend improvements to tools, workflows, and FAQs.
• Channel Management: Collaborate with marketing and CX to manage Instagram DMs as a support channel—balancing responsiveness with tone consistency and brand voice.
• Data Security: Handle all financial and customer data with the highest standards of integrity, security, and confidentiality.
• Team Foundation: Help establish scalable systems and documentation to support future team growth.

• 5+ years in customer success, customer support, or client-facing roles in banking/finance
• Excellent written English—clear, professional, and empathetic
• Proven success supporting U.S.-based customers, ideally in financial services or fintech
• Expertise using Intercom or similar customer engagement tools
• Demonstrated ability to work independently and adapt quickly in a fast-changing environment
• Bachelor’s degree required; Latin honors or academic scholarships are a strong plus
• High attention to detail, especially when handling sensitive customer and financial data

Bonus Points for

• Experience working in early-stage or high-growth fintech startups
• Advanced knowledge of Intercom automations, workflows, and reporting tools
• Familiarity with handling customer interactions via social media platforms (Instagram, Twitter/X, etc.)

• Work From Home
• Training & Development