Customer Experience Specialist

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Flex

WebsiteLinkedInAll Job Openings

11 - 50 employees

💳 Fintech

🤝 B2B

💰 $100M Debt Financing on 2023-09

Fintech • B2B

Flex is an end-to-end finance platform designed for businesses, facilitating various financial operations and enhancing financial management. With a focus on providing comprehensive financial solutions, Flex aims to streamline processes and improve efficiency for its users in the commercial sector.

📋 Description

• Handle complex customer issues across banking, credit, and payments via email, chat, and phone • Thoroughly investigate issues across multiple internal systems before providing high-quality 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

🎯 Requirements

• Flawless 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 ability to fix or document broken processes independently • Investigative mindset focused on identifying root causes • Technical fluency and ability to quickly learn new software • Ability to navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets independently • Exceptional judgment in customer and escalation scenarios • Emotional resilience when handling frustrated customers, system outages, and shifting priorities • Experience with banking-as-a-service platforms such as Unit, Synapse, or Treasury Prime (strongly preferred) • Prior exposure to fraud detection, KYC/AML processes, or financial compliance (strongly preferred) • Experience creating documentation or improving processes (strongly preferred) • Experience supporting B2B SaaS or fintech products (strongly preferred)

🏖️ Benefits

• Meaningful equity if you help build something big • Work remotely with autonomy • No micromanagement; own your shift • Direct access to leadership, customers, and investors • Professional growth through exposure to product launches, compliance changes, and operational challenges • Real influence over customer support, processes, and team scaling • Work with a world-class team • High ownership and accountability