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. Requirements • 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.) Benefits • Work From Home • Training & Development