Customer Experience Specialist

Job description

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. Our customers are **affluent business owners ($3–$200M in revenue)**—the backbone of the economy and one of the most underserved segments in finance. They’re stuck with outdated banks and fragmented tools. We’re replacing all of it. The opportunity is massive: a **~$1T+ revenue market** hiding in plain sight. Our ambition is to build a **$100B+ company** by delivering a product that is fundamentally better—not incrementally improved. Flex has raised $100M+ in equity and $300M+ in debt. **- Mission-critical problems**: We build software that directly controls how money moves at scale. **- High bar, low ego**: Small teams, exceptional people, real ownership. **- Speed over comfort**: We prioritize execution, quality, clarity, and results. **- Enduring impact**: What we’re building will define how a generation of owners runs their businesses. **Team & Locations** We hire exceptional people who want to build hard things and see their work matter immediately. Roles are available in: San Francisco, Miami, New York, and fully remote. **Flex Fuels Ambition.** 🕺About the Role This isn't traditional customer support. You're a trusted advisor serving our high-net-worth members. We're committed to delivering premium, white-glove service with an uncompromising standard for quality. You'll operate as an autonomous problem-solver, handling complex fintech scenarios with precision and sophistication, including cross-functional troubleshooting, compliance coordination, and fraud detection. ### ✅What You’ll Do - 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. ### Why This Role Is Worth It! - 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. ### 👀What We’re Looking For: - 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)