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

Bonus Points for

Benefits