Customer Experience Specialist

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

📋 Description

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

• Investigate issues across various internal systems and deliver accurate, straightforward responses.

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

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

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

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

• Develop and revise documentation when identifying gaps in processes.

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

⛳️ Requirements

• Impeccable written and verbal English communication skills.

• Over 2 years of experience in fintech or financial services customer support.

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

• Proficiency in Zendesk, Salesforce, or comparable CRM tools.

• Capability to elucidate complex fintech concepts to non-technical customers.

• Competence to independently navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets.

• An investigative mindset along with strong root-cause analysis skills.

• Outstanding judgment and emotional resilience.

• Previous experience with banking-as-a-service platforms (such as Unit, Synapse, Treasury Prime, etc.) is highly preferred.

• Familiarity with fraud detection, KYC/AML processes, or financial compliance is strongly preferred.

• Experience in creating documentation or enhancing processes is strongly preferred.

• Background in supporting B2B SaaS or fintech products is strongly preferred.

🏝️ Benefits

• Significant equity opportunities.

• Remote work with a high degree of autonomy.

• No micromanagement; you own your shift.

• Work within a world-class team environment.

• Opportunity to influence customer support, processes, and team growth.

• Gain exposure to product launches, compliance updates, and operational challenges.