Customer Experience Specialist

Flex

2d•$60,000 - $100,000•Remote

About The Position

This isn't traditional customer support. You're a trusted advisor serving our high-net-worth members. We're committed to delivering premium, white-glove service with an uncompromising standard for quality. You'll operate as an autonomous problem-solver, handling complex fintech scenarios with precision and sophistication, including cross-functional troubleshooting, compliance coordination, and fraud detection.

Requirements

Clear, professional communication: your written/spoken English is flawless. You can explain complex fintech concepts to a non-technical customer. You write concise Slack messages and detailed Linear tickets.
High ownership: you don't wait for someone to tell you what to do. If you see a broken process, you fix it or document the gap.
Investigative mindset: you dig into issues until you understand the root cause. You don't just relay information; you synthesize it.
Technical fluency: You learn new software fast. You can navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets without someone holding your hand.
Exceptional judgment: you can read between the lines. You know when a customer is confused vs. trying to game the system. You escalate the right things at the right time.
Emotional resilience: you stay calm when customers are frustrated, systems are down, or priorities shift mid-shift.
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 (Local and/or US business hours)
Experience with Zendesk, Salesforce, or similar CRM tools

Nice To Haves

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)

Responsibilities

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