Customer Experience Specialist

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

📋 Description

• Manage intricate customer concerns related to banking, credit, and payments through email, chat, and phone communications.

• Conduct thorough investigations across various internal systems prior to delivering high-quality resolutions.

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

• Address issues involving frozen accounts, disputed transactions, application denials, and compliance-related communications.

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

• Submit detailed bug reports and test new features in staging environments.

• Develop and revise documentation upon discovering process deficiencies.

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

⛳️ Requirements

• Exceptional written and verbal communication skills in English.

• Capability to articulate complex fintech concepts to non-technical clients.

• Proficiency in composing concise messages on Slack and detailed tickets on Linear.

• Strong sense of ownership with the ability to independently rectify or document broken processes.

• Investigative mindset aimed at uncovering root causes.

• Technical proficiency and a quick learning curve for new software applications.

• Competence in independently navigating Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets.

• Excellent judgment in customer interactions and escalation situations.

• Emotional resilience when dealing with frustrated customers, system outages, and changing priorities.

• Experience with banking-as-a-service platforms such as Unit, Synapse, or Treasury Prime (strongly preferred).

• Prior experience in fraud detection, KYC/AML processes, or financial compliance (strongly preferred).

• Background in creating documentation or enhancing processes (strongly preferred).

• Experience in supporting B2B SaaS or fintech products (strongly preferred).

🏝️ Benefits

• Meaningful equity opportunities for contributing to significant projects.

• Remote work flexibility with autonomy.

• Freedom from micromanagement; take ownership of your shift.

• Direct access to leadership, customers, and investors.

• Professional development through exposure to product launches, compliance adjustments, and operational challenges.

• Genuine influence over customer support, processes, and team growth.

• Collaborate with a world-class team.

• High levels of ownership and accountability.