Customer Experience Specialist

Taekus

37d•Remote

About The Position

Taekus is a profitable fintech and travel startup building a next-generation premium banking and rewards ecosystem for affluent customers. With $70M+ in annual revenue and $3B+ in annual transaction volume, we’re entering a new stage of growth focused on scaling our core banking systems, rewards infrastructure, and customer experience. We’re seeking a Customer Experience Specialist to serve as the primary customer-facing owner across email and phone support. This is a high-autonomy role responsible for delivering a white-glove, premium support experience while helping us scale our CX systems thoughtfully. You’ll work closely with CX leadership, operating independently in day-to-day customer interactions while escalating complex or high-risk issues appropriately. As we grow, this role will help shape how premium customer experience is delivered at scale. Join us as we tackle a $3.2T opportunity to redefine the super-premium financial services and rewards market—driving innovation beyond what’s existed since the inception of rewards credit cards. About Taekus Taekus is a 6-year-old luxury financial services company that offers travel rewards credit cards, debit cards, and other banking services for the affluent market. We currently process $3B+ annually in transactions and operate as a highly profitable company. With a lean team of under 20 employees, we’re undergoing tremendous growth as we redefine the premium banking and rewards experience.

Requirements

3+ years of experience in Customer Experience, Support, or Operations, preferably in fintech or similarly regulated, high-touch environments (banking, airlines, travel).
Experience handling escalations and exercising sound judgment in customer-facing roles
Proven ability to grow into subject matter expertise - people trust your answers and decision-making
Strong written and verbal communication skills, with the ability to explain complex topics clearly
Ability to operate independently with high ownership and minimal day-to-day direction
Comfortable operating in ambiguity within a scaling startup, with the confidence to ask thoughtful questions, give candid feedback, and surface concerns constructively
Ability to work Eastern hours and flexibility to support evenings, weekends, or holidays as volume requires

Responsibilities

Serve as the primary point of contact for customer support via Zendesk email and phone
Deliver a white-glove experience that balances speed, empathy, and accuracy
Navigate customer interactions with a strong awareness of risk, compliance, and data sensitivity
Own customer-facing escalations, resolving independently when appropriate and partnering with CX leadership when needed
Develop deep subject matter expertise (SME) across products, policies, and systems
Identify recurring issues, friction points, and edge cases, and recommend improvements to workflows, macros, and documentation
Partner with CX leadership to ensure customer issues are resolved end-to-end and insights are carried forward