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Customer Experience Specialist
Flex
Remote, USA
Full-time
Mid Level
Remote
USD 18000-25000 yearly
Discovered 1 weeks ago
Free
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- Handle complex customer issues across banking, credit, and payments via email, chat, and phone with precision and clarity: requiring thorough investigation across multiple internal systems before providing answers that meet our quality standards
- Guide VIP and high-revenue accounts through multi-step processes with excellence (document verification, account setup, feature troubleshooting) maintaining the highest standards of care and service quality
- Handle sensitive scenarios with discretion and expertise: frozen accounts, disputed transactions, application denials, and compliance-related communications—executing each with precision and professional judgment
- 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, ensuring every introduction meets our quality standards and reflects our commitment to excellence
- Clear, professional communication: your written/spoken English is flawless. You can explain complex fintech concepts to a non-technical customer. You write concise Slack messages and detailed Linear tickets.
- High ownership: you don't wait for someone to tell you what to do. If you see a broken process, you fix it or document the gap.
- Investigative mindset: you dig into issues until you understand the root cause. You don't just relay information; you synthesize it.
- Technical fluency: You learn new software fast. You can navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets without someone holding your hand.
- Exceptional judgment: you can read between the lines. You know when a customer is confused vs. trying to game the system. You escalate the right things at the right time.
- Emotional resilience: you stay calm when customers are frustrated, systems are down, or priorities shift mid-shift.
- You'll learn more in 6 months than most people learn in 3 years. Fintech moves fast, and you'll be at the center of product launches, compliance changes, and operational challenges.
- You'll work with a world-class team. Smart, driven, low-ego people who get stuff done.
- You'll have real influence. You're not just a ticket-taker. You'll shape how we support customers, build processes, and scale the team.
- You'll work remotely with autonomy. No micromanagement. You own your shift.
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