Customer Experience Specialist

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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

• Handle complex customer issues across banking, credit, and payments via email, chat, and phone • Investigate issues across multiple internal systems and provide precise, clear 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 on multi-stakeholder issues • File detailed bug reports and test new features in staging environments • Create and update documentation when process gaps are identified • Qualify high-value sales leads and route them to appropriate account executives

🎯 Requisitos

• Flawless written and spoken English • Ability to explain complex fintech concepts to non-technical customers • Clear, concise Slack communication and detailed Linear tickets • High ownership and ability to fix or document broken processes independently • Investigative mindset and root-cause analysis ability • Technical fluency and ability to quickly learn software • Ability to navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets • Exceptional judgment in customer evaluation and escalation • Emotional resilience during customer frustration, system outages, and shifting priorities • Experience with banking-as-a-service platforms such as Unit, Synapse, or Treasury Prime preferred • Prior exposure to fraud detection, KYC/AML processes, or financial compliance preferred • Experience creating documentation or improving processes preferred • Experience supporting B2B SaaS or fintech products preferred

🏖️ Benefícios

• Meaningful equity • Remote work with autonomy • No micromanagement • Founder-level exposure and direct access to leadership, customers, and investors • Professional learning and development through exposure to product launches, compliance changes, and operational challenges • Real influence over customer support, processes, and team scaling • World-class team and high-ownership environment