Position: Customer Success Executive

Pay Range: $6 – $7 per hour

Employment Type: Full-time (60+ hours per 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 are a U.S.-based, venture-backed financial technology startup seeking a dedicated Customer Success Executive to join our remote team. You’ll be the frontline expert handling customer inquiries, building trust, and delivering timely, high-quality support. This is a key role in shaping our customer experience during a critical phase of growth.

ABOUT YOU:

Are you a customer support pro with a banking or finance background? Do you thrive in a fast-paced, chat-driven environment? We’re looking for someone who’s detail-oriented, empathetic, and highly responsive—someone who can confidently handle complex customer concerns and help build scalable systems for long-term success.

RESPONSIBILITIES:

• Customer Support: Handle 50–100 daily tickets (primarily chat/email) via Intercom with clarity, care, and urgency.
• Problem Solving: Troubleshoot banking-related queries and provide efficient resolutions that maintain customer trust.
• Automation & Workflows: Implement Intercom automations to optimize speed, accuracy, and customer satisfaction.
• Process Improvement: Flag recurring issues, suggest improvements, and help optimize the CS function.
• Data Handling: Ensure secure, confidential treatment of all customer and financial data.
• Scalable Foundation: Lay the groundwork for future team expansion—owning the function now, and helping shape it for later.

REQUIREMENTS:

• 5+ years in customer success, customer support, or banking/finance client relations
• Strong written English; clear, empathetic, and professional communication
• Proven experience supporting U.S. clients, ideally in financial services or fintech
• Hands-on experience with Intercom or similar customer support tools
• Able to work independently, solve problems proactively, and adapt quickly
• Bachelor's degree required; Latin honors or academic scholarships a strong plus
• Integrity and care in handling sensitive financial/customer data



PREFERRED:

• Experience working with fintech startups
• Advanced proficiency with Intercom automations and reporting