Customer Experience Specialist

🕒 April 20

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Flex

WebsiteLinkedInAll Job Openings

11 - 50 employees

💰 $100M Debt Financing on 2023-09

End-to-end finance platform for businesses.

📋 Description

• Handle complex customer issues across banking, credit, and payments via email, chat, and phone with precision and clarity: requiring thorough investigation across multiple internal systems before providing answers that meet our quality standards • Guide VIP and high-revenue accounts through multi-step processes with excellence (document verification, account setup, feature troubleshooting) maintaining the highest standards of care and service quality • Handle sensitive scenarios with discretion and expertise: frozen accounts, disputed transactions, application denials, and compliance-related communications—executing each with precision and professional judgment • Coordinate with engineering, underwriting, risk, and compliance teams to resolve multi-stakeholder issues • File detailed bug reports and test new features in staging environments • Create and update documentation when you encounter process gaps • Qualify high-value sales leads with rigor and route to appropriate account executives, ensuring every introduction meets our quality standards and reflects our commitment to excellence

🎯 Requirements

• Fluent English (written and spoken at a professional level—you'll be the voice of Flex) • 2+ years in fintech or financial services customer support (ideally at a startup or high-growth company where you wore multiple hats) • Availability to work nights and weekends (US business hours) • Experience with Zendesk, Salesforce, or similar CRM tools. • Experience with banking-as-a-service platforms (Unit, Synapse, Treasury Prime, etc.) • Prior exposure to fraud detection, KYC/AML processes, or financial compliance. • You've worked in a role where you created documentation or improved processes. • You've supported B2B SaaS or fintech products (not consumer support).

🏖️ Benefits

• Meaningful equity if you help build something big. • Premium, white-glove service. • Remote work autonomy.