Customer Experience Specialist

New

FlexFintech, banking

Remote / USAFull-TimeJunior

Salary$60,000 - $100,000 a year. This position is also eligible for equity compensation.

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Job Details

Have 2+ years of customer support experience in fintech or financial services.
Be fluent in written and spoken English at a professional level.
Be available to work nights and weekends during local and/or US business hours.
Have experience with Zendesk, Salesforce, or similar CRM tools.
Be able to explain complex fintech concepts to non-technical customers.
Demonstrate ownership by addressing broken processes or documenting process gaps.
Investigate issues to identify root causes and synthesize findings.
Preferred: experience with banking-as-a-service platforms such as Unit, Synapse, or Treasury Prime.
Preferred: exposure to fraud detection, KYC/AML processes, or financial compliance.
Preferred: experience creating documentation or improving processes.
Preferred: experience supporting B2B SaaS or fintech products.

Investigate and resolve complex customer issues across banking, credit, and payments through email, chat, and phone.
Guide VIP and high-revenue accounts through document verification, account setup, and feature troubleshooting.
Handle frozen accounts, disputed transactions, application denials, and compliance-related communications with discretion.
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 arise.
Qualify high-value sales leads and route them to appropriate account executives.

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