Customer Experience Specialist

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

📋 Description

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

• Conduct investigations across various internal systems to deliver accurate and clear responses.

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

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

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

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

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

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

⛳️ Requirements

• Proficient in English, both written and verbal, at a professional standard.

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

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

• Familiarity with CRM tools such as Zendesk, Salesforce, or equivalent platforms.

• Strong, professional communication skills with the ability to articulate complex fintech concepts.

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

• An investigative approach with skills in root-cause analysis.

• Excellent judgment and emotional resilience.

• Experience with banking-as-a-service platforms is strongly preferred.

• Background in fraud detection, KYC/AML processes, or financial compliance is strongly preferred.

• Familiarity with creating documentation or enhancing processes is strongly preferred.

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

🏝️ Benefits

• Meaningful equity.

• Remote work with a high degree of autonomy.

• No micromanagement; take ownership of your shift.

• Direct access to leadership, customers, and investors.

• Small teams with a high level of trust and genuine accountability.

• World-class team environment.

• Opportunity to shape customer support processes and contribute to team growth.