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 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 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

• 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