Member Experience Specialist
New
F
FlexFintech
Philippines, US business hoursFull-TimeMiddle
Salary18,000 - 25,000 USD per year
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- SalesforceCustomer supportGoogle SheetsSlackZendeskNotion
Requirements
- 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 (US business hours).
- Experience with Zendesk, Salesforce, or similar CRM tools.
- Strong investigative and problem-solving skills.
- Ability to navigate software such as Linear, Slack, Notion, and Google Sheets.
- Prior exposure to fraud detection, KYC/AML processes, or financial compliance is strongly preferred.
- Experience with banking-as-a-service platforms (Unit, Synapse, Treasury Prime, etc.) is strongly preferred.
- Experience supporting B2B SaaS or fintech products is strongly preferred.
Responsibilities
- 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 such as document verification and feature troubleshooting.
- Manage sensitive scenarios including frozen accounts, disputed transactions, 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 internal documentation when process gaps are identified.
- Qualify high-value sales leads and route them to appropriate account executives.
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