Customer Experience Specialist

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

📋 Description

• Address intricate customer concerns related to banking, credit, and payments through email, chat, and phone with accuracy and clarity, necessitating comprehensive investigation across various internal systems before delivering responses that align with our quality benchmarks.

• Assist VIP and high-revenue clients through multi-step procedures with exceptional care (including document verification, account setup, and feature troubleshooting), upholding the highest levels of service quality.

• Manage sensitive situations with discretion and proficiency, such as frozen accounts, disputed transactions, application denials, and compliance-related communications, executing each with accuracy and professional judgment.

• Collaborate with engineering, underwriting, risk, and compliance teams to address multi-stakeholder concerns.

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

• Develop and revise documentation when identifying gaps in processes.

• Rigorously qualify high-value sales leads and direct them to the appropriate account executives, ensuring that every introduction upholds our quality standards and demonstrates our dedication to excellence.

⛳️ Requirements

• Proficient in English (both written and spoken at a professional level—you will represent Flex).

• Over 2 years of experience in fintech or financial services customer support (preferably in a startup or rapidly growing company where you took on multiple roles).

• Willingness to work nights and weekends (aligned with US business hours).

• Familiarity with Zendesk, Salesforce, or similar CRM platforms.

• Experience with banking-as-a-service solutions (such as Unit, Synapse, Treasury Prime, etc.).

• Previous exposure to fraud detection, KYC/AML processes, or financial compliance.

• Have held a position where you created documentation or enhanced processes.

• Experience supporting B2B SaaS or fintech products (as opposed to consumer support).

🏝️ Benefits

• Significant equity opportunities if you contribute to building something substantial.

• Premium, high-touch service experience.

• Freedom to work remotely with autonomy.