Customer Experience Specialist

The role

You will handle complex customer issues across banking, credit and payments for high-value business owner accounts. You will work with engineering, underwriting, risk and compliance teams to resolve issues, and file bug reports and test new features.

What you will do

• Handle complex customer issues across banking, credit and payments via email, chat and phone
• Guide VIP and high-revenue accounts through multi-step processes such as document verification, account setup and feature troubleshooting
• Handle sensitive cases: frozen accounts, disputed transactions, application denials and compliance communications
• 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 process gaps are found
• Qualify high-value sales leads and route them to account executives

Required qualifications

• Fluent English, written and spoken at a professional level
• 2+ years in fintech or financial services customer support
• Availability to work nights and weekends (local and/or US business hours)
• Experience with Zendesk, Salesforce or similar CRM tools
• Clear professional communication and ability to explain complex fintech concepts to non-technical customers
• High ownership and investigative mindset
• Ability to learn new software quickly, including Zendesk, Salesforce, Linear, Slack, Notion and Google Sheets
• Emotional resilience when customers are frustrated or priorities shift

Nice to have

• Experience with banking-as-a-service platforms such as Unit, Synapse or Treasury Prime
• Prior exposure to fraud detection, KYC/AML processes or financial compliance
• Experience creating documentation or improving processes
• Experience supporting B2B SaaS or fintech products

Benefits

• Meaningful equity
• Remote work with autonomy
• Direct access to leadership, customers and investors
• Opportunity to learn quickly through product launches, compliance changes and operational challenges

Before you apply

• Availability to work nights and weekends is required

About the company

Flex builds AI-native financial services for business owners, covering banking, credit, payments, personal finance and financial operations. It launched publicly in September 2023 and has raised $100M+ in equity and $300M+ in debt.