[Hiring] Customer Experience Specialist @Flex

Role Description

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.

What You’ll Do

• Handle complex customer issues across banking, credit, and payments via email, chat, and phone with precision and clarity.
• Guide VIP and high-revenue accounts through multi-step processes with excellence (document verification, account setup, feature troubleshooting).
• Handle sensitive scenarios with discretion and expertise: 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 encounter process gaps.
• Qualify high-value sales leads with rigor and route to appropriate account executives.

Qualifications

• Fluent English (written and spoken at a professional level).
• 2+ years in fintech or financial services customer support (ideally at a startup or high-growth company).
• Availability to work nights and weekends (Local and/or US business hours).
• Experience with Zendesk, Salesforce, or similar CRM tools.

Requirements

• Clear, professional communication.
• High ownership and initiative.
• Investigative mindset.
• Technical fluency with software tools.
• Exceptional judgment.
• Emotional resilience.

Strongly Preferred

• Experience with banking-as-a-service platforms (Unit, Synapse, Treasury Prime, etc.).
• Prior exposure to fraud detection, KYC/AML processes, or financial compliance.
• Experience in creating documentation or improving processes.
• Support experience with B2B SaaS or fintech products.

Benefits

• Build something generational—Capture the full lifecycle of money for ambitious business owners.
• Work on real money, real risk—Payments, credit, and banking at serious scale.
• Solve hard problems—AI, underwriting, compliance, and global finance from first principles.
• True ownership—Small teams, high trust, real accountability.
• Founder-level exposure—Direct access to leadership, customers, and investors.
• High bar, high taste—Move fast without cutting corners.
• Elite peers—People here are builders, not tourists.
• Real upside—Meaningful equity if you help build something big.