Flex - Customer Experience Specialist
Requirements
• Flex is building the AI-native private bank for business owners. • We’re re-architecting the entire financial system for entrepreneurs—from the first dollar a business earns to how that value compounds, moves, and is ultimately spent in real life. Banking, credit, payments, personal finance, and financial operations—rebuilt from the ground up as a single, intelligent system. Flex is the full financial home for ambitious owners. • Since launching publicly in September 2023, Flex has scaled from zero to nine-figure annualized revenue, with a clear path to profitability by late 2026. We move fast, ship relentlessly, and operate with extreme ownership. • Fluent English (written and spoken at a professional level—you'll be the voice of Flex) • 2+ years in fintech or financial services customer support (ideally at a startup or high-growth company where you wore multiple hats) • Availability to work nights and weekends (US business hours) • Experience with Zendesk, Salesforce, or similar CRM tools • ## Strongly Preferred: • Experience with banking-as-a-service platforms (Unit, Synapse, Treasury Prime, etc.) • Prior exposure to fraud detection, KYC/AML processes, or financial compliance • You've worked in a role where you created documentation or improved processes • You've supported B2B SaaS or fintech products (not consumer support)
Responsibilities
• Handle complex customer issues across banking, credit, and payments via email, chat, and phone with precision and clarity: requiring thorough investigation across multiple internal systems before providing answers that meet our quality standards • Guide VIP and high-revenue accounts through multi-step processes with excellence (document verification, account setup, feature troubleshooting) maintaining the highest standards of care and service quality • Handle sensitive scenarios with discretion and expertise: frozen accounts, disputed transactions, application denials, and compliance-related communications—executing each with precision and professional judgment • Coordinate with engineering, underwriting, risk, and compliance teams to resolve multi-stakeholder issues • File detailed bug reports and test new features in staging environments • Create and update documentation when you encounter process gaps • Qualify high-value sales leads with rigor and route to appropriate account executives, ensuring every introduction meets our quality standards and reflects our commitment to excellence • ## ⚡️What Makes You a Great Fit • Clear, professional communication: your written/spoken English is flawless. You can explain complex fintech concepts to a non-technical customer. You write concise Slack messages and detailed Linear tickets. • High ownership: you don't wait for someone to tell you what to do. If you see a broken process, you fix it or document the gap. • Investigative mindset: you dig into issues until you understand the root cause. You don't just relay information; you synthesize it. • Technical fluency: You learn new software fast. You can navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets without someone holding your hand. • Exceptional judgment: you can read between the lines. You know when a customer is confused vs. trying to game the system. You escalate the right things at the right time. • Emotional resilience: you stay calm when customers are frustrated, systems are down, or priorities shift mid-shift.
Benefits
• You'll learn more in 6 months than most people learn in 3 years. Fintech moves fast, and you'll be at the center of product launches, compliance changes, and operational challenges. • You'll work with a world-class team. Smart, driven, low-ego people who get stuff done. • You'll have real influence. You're not just a ticket-taker. You'll shape how we support customers, build processes, and scale the team. • You'll work remotely with autonomy. No micromanagement. You own your shift. • Build something generational — Capture the full lifecycle of money for ambitious business owners. • Work on real money, real risk — Payments, credit, and banking at serious scale. • Solve hard problems — AI, underwriting, compliance, and global finance from first principles. • True ownership — Small teams, high trust, real accountability. • Founder-level exposure — Direct access to leadership, customers, and investors. • High bar, high taste — Move fast without cutting corners. • Elite peers — People here are builders, not tourists. • Real upside — Meaningful equity if you help build something big.
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