Customer Experience Specialist

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Provide exceptional, personalized support to high-net-worth members with a premium, white-glove approach.

• Address intricate banking, credit, and payments inquiries through email, chat, and phone communications.

• Conduct investigations across various internal systems to deliver accurate responses.

• Assist VIP and high-revenue accounts with document verification, account setup, and troubleshooting features.

• Manage issues related to frozen accounts, disputed transactions, application rejections, and compliance communications.

• Collaborate with engineering, underwriting, risk, and compliance teams.

• Prepare comprehensive bug reports and test new features in staging environments.

• Develop and revise documentation when identifying process gaps.

• Assess high-value sales leads and direct them to the appropriate account executives.

⛳️ Requirements

• Impeccable written and verbal English skills.

• Capability to clarify complex fintech concepts for non-technical clients.

• Proficiency in composing succinct Slack messages and detailed Linear tickets.

• Strong sense of ownership and initiative in addressing or documenting broken processes.

• Analytical mindset with skills in root-cause analysis.

• Technical fluency and quick adaptability to new software.

• Experience navigating Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets.

• Excellent judgment in situations requiring escalation or related to fraud.

• Emotional resilience in high-pressure customer and operational scenarios.

• A minimum of 2 years' experience in fintech or financial services customer support.

• Willingness to work nights and weekends during local and/or US business hours.

• Familiarity with Zendesk, Salesforce, or comparable CRM tools.

🏝️ Benefits

• Meaningful equity opportunities.

• Flexible remote work with a high degree of autonomy.

• No micromanagement culture.

• Direct exposure to founders and leadership, along with engagement with customers and investors.

• Collaboration with a world-class team.

• Significant influence over customer support, processes, and team expansion.

• Opportunities to engage with product launches, compliance modifications, and operational challenges.