Customer Experience Specialist

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🕒 Agosto 6

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11 - 50 funcionários

💳 Fintech

🤝 B2B

💰 $100.000.000 Debt Financing em 2023-09

Fintech • B2B

Plataforma financeira end-to-end para empresas.

Descrição

• Serve high-net-worth members with premium, white-glove customer support • Handle complex banking, credit, and payments issues via email, chat, and phone • Investigate issues across multiple internal systems before providing answers • Guide VIP and high-revenue accounts through document verification, account setup, and feature troubleshooting • Handle frozen accounts, disputed transactions, application denials, and compliance-related communications • Coordinate with engineering, underwriting, risk, and compliance teams • File detailed bug reports and test new features in staging environments • Create and update documentation when encountering process gaps • Qualify high-value sales leads and route them to appropriate account executives

🎯 Requisitos

• Flawless professional written and spoken English • Ability to explain complex fintech concepts to non-technical customers • Ability to write concise Slack messages and detailed Linear tickets • High ownership and initiative in fixing or documenting broken processes • Investigative mindset and root-cause analysis skills • Technical fluency and ability to learn new software quickly • Ability to navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets • Exceptional judgment in escalation and fraud-related situations • Emotional resilience in high-pressure customer and operational situations • 2+ years of experience in fintech or financial services customer support • Availability to work nights and weekends during local and/or US business hours • Experience with Zendesk, Salesforce, or similar CRM tools

🏖️ Benefícios

• Meaningful equity • Remote work with autonomy • No micromanagement • Founder-level exposure and direct access to leadership, customers, and investors • Work with a world-class team • Real influence over customer support, processes, and team scaling • Exposure to product launches, compliance changes, and operational challenges