Customer Support Associate

Monetary

About the Role

Monetary is the financial platform powering treasury and capital markets across the public sector. State and local governments, public universities, health systems, and the bankers and advisors who serve them run trillions of dollars in debt, cash, and investments on Monetary. We’ve built the most sophisticated treasury platform in public finance — sitting at the intersection of treasury management and a $4 trillion fixed income market that’s been waiting for modern infrastructure.

Key Responsibilities

• Respond to client inquiries via live chat and email.
• Troubleshoot and provide resolution to customer challenges.
• Become a Monetary product expert.
• Provide client training and ongoing product education as needed.
• Work with the internal data team to ensure data updates are made correctly.
• Work with the internal product and development teams to ensure the timely resolution of any product issues.
• Create or facilitate the production of support materials like FAQs, user guides, and user support articles to empower self-service.
• Engage with clients, post-implementation, to understand their experience and drive success.

Requirements & Tech Stack

• Microsoft Excel proficiency, including formulas and functions.
• Proficiency in data manipulation and analysis in Excel is required.
• Exceptional written communication skills.
• Highly organized with a high level of accuracy and attention to detail is required.
• A strong sense of service and a passion for technology.
• Comfort in a fast-moving startup environment.
• Must be able to operate independently and effectively through periods of uncertainty, ambiguity and change.
• Demonstrated ability to relate well to individuals and groups with widely varying backgrounds, perspectives, education and skills is required.

Qualifications

• Experience in a people-focused, customer service role, software product support experience strongly preferred.
• Experience with accounting and/or bond math is preferred.
• Bachelor’s Degree in Accounting or Finance preferred.
• Bonus experience with municipal debt or lease accounting is highly valued.
• Team members who are passionate about putting their energy, insight, and analytical prowess into work that matters.
• Empathetic, positive attitude with a commitment to our client’s success.