Customer Experience Specialist

The role

You will handle complex customer issues for business owners across banking, credit, and payments. You will work with email, chat and phone, and coordinate with engineering, underwriting, risk and compliance teams to resolve issues.

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 such as frozen accounts, disputed transactions, application denials, and compliance-related 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 you find process gaps
• 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, including explaining complex fintech concepts to non-technical customers
• High ownership and an investigative mindset
• Ability to learn new software quickly, including Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets
• Exceptional judgment and emotional resilience

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 rather than consumer support

Benefits

• Meaningful equity
• Remote work with autonomy and no micromanagement
• Direct access to leadership, customers, and investors
• Opportunity to learn quickly through product launches, compliance changes, and operational challenges
• Work with a small, high-trust team of experienced peers

Before you apply

• The posting asks for availability on nights and weekends

About the company

Flex builds AI-native financial services for business owners, including banking, credit, payments, personal finance, and financial operations. It serves owners with $3 to $200M in revenue.