Customer Experience Specialist
Provides premium, white-glove support to high-value business owners across banking, credit, and payments. The role requires strong English communication, investigative problem-solving, fintech customer-support experience, and familiarity with CRM and collaboration tools.
About the job
Responsibilities
- Handle complex customer issues across banking, credit, and payments via email, chat, and phone, investigating multiple internal systems and providing precise, clear answers.
- Guide VIP and high-revenue accounts through multi-step processes, including document verification, account setup, and feature troubleshooting.
- Handle sensitive scenarios such as frozen accounts, disputed transactions, application denials, and compliance-related communications with discretion and professional judgment.
- Coordinate with engineering, underwriting, risk, and compliance teams to resolve issues involving multiple stakeholders.
- File detailed bug reports and test new features in staging environments.
- Create and update documentation when process gaps are identified.
- Qualify high-value sales leads and route them to appropriate account executives.
Requirements
- Fluent, professional written and spoken English.
- Clear communication skills, including the ability to explain complex fintech concepts to non-technical customers.
- High ownership and initiative in fixing or documenting broken processes.
- An investigative mindset and ability to identify root causes.
- Technical fluency and ability to quickly learn new software.
- Exceptional judgment when assessing customer situations and escalations.
- Emotional resilience when handling frustrated customers, system outages, and shifting priorities.
- Availability to work nights and weekends during local and/or US business hours.
Preferred Qualifications
- 2+ years of experience in fintech or financial-services customer support, ideally at a startup or high-growth company.
- Experience with Zendesk, Salesforce, or similar CRM tools.
Benefits
- Rapid learning opportunities across fintech, product launches, compliance changes, and operational challenges.
- Remote work with autonomy and ownership of assigned shifts.
- Opportunity to influence customer-support processes and team scaling.
Skills
Zendesk, Salesforce, Linear, Slack, Notion, Google Sheets, Fintech, Customer Support, Fraud Detection, Compliance, CRM
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