Customer Experience Specialist

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

📋 Description

• Provide exceptional, white-glove customer support to high-net-worth clients as a trusted advisor.

• Address intricate banking, credit, and payment-related issues through email, chat, and phone.

• Investigate challenges across various internal systems and deliver accurate, clear solutions.

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

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

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

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

• Develop and revise documentation to fill process gaps.

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

⛳️ Requirements

• Exemplary written and spoken English in a professional context.

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

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

• Proficient in Zendesk, Salesforce, or comparable CRM platforms.

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

• Skilled in crafting concise messages on Slack and detailed tickets in Linear.

• Ability to learn and navigate new software independently.

• Proficient in using Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets.

• Strong analytical skills with a focus on root-cause analysis.

• Good judgment in handling customer escalations and fraud-related situations.

• Ability to maintain composure amidst customer frustration, system outages, and changing priorities.

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

• Familiarity with 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

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

• Flexibility to work remotely with a high degree of autonomy.

• No micromanagement; take ownership of your shifts.

• Direct interaction with leadership, customers, and investors.

• Opportunities for professional growth through exposure to product launches, compliance updates, and operational challenges.

• Collaborate with a world-class team.

• Make a real impact on customer support, processes, and team expansion.