Customer Experience Specialist

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

📋 Description

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

• Analyze issues across various internal systems and deliver accurate, clear responses.

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

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

• Collaborate with engineering, underwriting, risk, and compliance teams on issues involving multiple stakeholders.

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

• Develop and revise documentation when gaps in processes are identified.

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

⛳️ Requirements

• Impeccable written and verbal English skills.

• Capability to clarify intricate fintech concepts to non-technical clients.

• Clear and concise communication on Slack and detailed ticket submissions on Linear.

• Strong sense of ownership and the ability to rectify or document flawed processes independently.

• An investigative mindset with a knack for root-cause analysis.

• Technical proficiency with a quick ability to learn new software.

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

• Exceptional judgment in customer evaluation and escalation processes.

• Emotional resilience when dealing with customer frustration, system outages, and changing priorities.

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

• Prior exposure to fraud detection, KYC/AML processes, or financial compliance is preferred.

• Experience in creating documentation or enhancing processes is preferred.

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

🏝️ Benefits

• Meaningful equity stake.

• Flexibility for remote work with a high degree of autonomy.

• No micromanagement involved.

• Direct founder-level exposure and access to leadership, customers, and investors.

• Opportunities for professional learning and development through engagement in product launches, compliance updates, and operational challenges.

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

• Join a world-class team in a high-ownership environment.