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

• Serve high-net-worth members as a trusted advisor through premium, white-glove customer support • Handle complex banking, credit, and payments issues 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 • File detailed bug reports and test new features in staging environments • Create and update documentation to address process gaps • Qualify high-value sales leads and route them to appropriate account executives

🎯 Requirements

• Flawless professional written and spoken English • 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 • Ability to explain complex fintech concepts to non-technical customers • Ability to write concise Slack messages and detailed Linear tickets • Ability to learn and navigate new software independently • Ability to use Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets • Strong investigative mindset and root-cause analysis ability • Sound judgment in customer escalation and fraud-related scenarios • Ability to remain calm during customer frustration, system outages, and shifting priorities • Experience with banking-as-a-service platforms such as Unit, Synapse, or Treasury Prime preferred • 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

🏖️ Benefits

• Meaningful equity if you help build something big • Remote work 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 • Work with a world-class team • Real influence over customer support, processes, and team scaling