Customer Success Agent (AI-Augmented Support)

Customer Success Agent (AI-Augmented Support)

Location: Remote (must be located in Cebu, Phillipines)

Type: Full-time (9am - 5pm Pacific Standard Time)

(temp position with possibility of full time hire after a few months)

MoneyDolly is a revolutionary non-profit, school and team fundraising, communication and engagement platform with our game-like web and mobile applications. We have an incredible team and we’re growing fast — and now we’re looking for a Customer Success Agent to shape the future of our web projects.

Within this area of the company, we're building the future of customer success—AI-first with humans as expert backup. Our intelligent assistant, Finn, is the primary face of our customer service and onboarding process. Finn handles the bulk of customer interactions across SMS, email, and chat. But when human expertise is needed—whether due to complexity, escalation, or customer preference—that’s where you come in.

About the Role

As a Customer Success Agent, you'll play a critical role in our AI-driven support loop (aka ‘human in the loop’). You're not just helping users and solving problems—you’re training Finn to solve them next time.

You'll handle escalations that Finn can’t yet resolve, support onboarding Zoom calls, and flag opportunities for improvement back to the product team. Your day will include a mix of direct customer interaction and behind-the-scenes collaboration to make Finn smarter and our system more scalable. Over time, your goal is to reduce the need for your own involvement by improving the AI’s capabilities.

What You’ll Do

• Handle customer escalations via SMS, email, or chat when Finn can't resolve the issue

• Jump on live Zoom calls (Kick offs and sync ups) to guide onboarding, answer complex questions, or assist customers who prefer human interaction

• Submit improvement tickets to help our AI team refine Finn’s logic, responses, and capabilities

• Identify repeat friction points in the customer journey and help us eliminate them

• Work closely with a Customer Success Manager and Product Team to improve processes and reduce support volume through AI improvements

• Occasionally assist with light documentation to help expand Finn’s knowledge base

What You Don’t Need

• Deep technical expertise or AI experience

• Prior knowledge of "human-in-the-loop" systems

• A background in software or engineering

What You Do Need

• Great written and spoken English communication and American accent

• Comfort with live video calls (Zoom) and screen-sharing sessions

• Strong problem-solving instincts and a calm presence

• A willingness to learn and adapt alongside fast-evolving tools

• Basic comfort with platforms like Slack, Notion, and CRM systems

Why This Role is Unique

• You’re not just supporting customers—you’re part of a feedback loop that’s shaping the future of AI-first customer experience

• Every escalation you resolve teaches can contribute to a system that can do better next time

• As Finn improves, you’ll be able to take on higher-leveraged expertise-driven work, not more volume

Work Environment

• Fully remote

• High-collaboration culture—your insights matter as much as your output

• Exciting and fast growing company that is building the future within its industry