Remote opportunity at
FlexCustomer Experience Specialist
Flex describes itself as a banking platform for business owners that is built around artificial intelligence. The offering spans banking, lending, payments, personal money management and…
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About This Role
Flex describes itself as a banking platform for business owners that is built around artificial intelligence. The offering spans banking, lending, payments, personal money management and back-office finance work. The company says its customers are business owners with roughly $3 million to $200 million in annual revenue, and it launched publicly in September 2023. This full-time, remote Customer Experience Specialist job is a high-touch support position for high-net-worth members. The…
Job Description
Flex describes itself as a banking platform for business owners that is built around artificial intelligence. The offering spans banking, lending, payments, personal money management and back-office finance work. The company says its customers are business owners with roughly $3 million to $200 million in annual revenue, and it launched publicly in September 2023.
This full-time, remote Customer Experience Specialist job is a high-touch support position for high-net-worth members. The posting describes it as more than standard customer support. The specialist resolves intricate banking, credit and payment problems through email, chat and phone, investigates across several internal systems, and brings in engineering, underwriting, risk and compliance colleagues when a case involves several groups.
Sensitive cases are part of the role, such as frozen accounts, disputed charges, declined applications and messages tied to compliance. The specialist also guides higher-value customers through the steps of document checks, account setup and fixing feature problems. Other duties include writing detailed bug reports, testing features in staging, updating documentation when process gaps appear, and passing vetted, high-value sales leads to account executives.
The posting asks for professional-level written and spoken English, the ability to explain fintech topics to non-technical customers, and availability for nights and weekends during local or US business hours. The stated pay is USD 60,000 to 100,000 per year.
Responsibilities
- Resolve complex banking, credit and payment issues by email, chat and phone after investigating several internal systems.
- Guide VIP and high-revenue customers through multi-step tasks such as identity document checks, account setup and feature troubleshooting.
- Handle sensitive matters such as locked accounts, contested transactions, rejected applications and communications tied to compliance.
- Bring in engineering, underwriting, risk and compliance colleagues to resolve issues that involve several stakeholders.
- Write up detailed bug reports and try out new features in staging.
- Create or update documentation when process gaps are found.
- Qualify high-value sales leads and route them to the appropriate account executives.
Requirements
- Professional-level fluency in written and spoken English.
- Two or more years supporting customers at a fintech or financial company, ideally a startup or high-growth business.
- Able to work nights and weekends in local or US business hours.
- Hands-on experience with Zendesk, Salesforce or comparable CRM software.
- Can explain intricate fintech ideas to people without a technical background.
- Communicates briefly in chat and writes thorough tickets.
- Works independently and knows when to escalate.
- Keeps composure when customers are upset, systems are down or priorities change.
Qualifications
- Background with banking-as-a-service providers such as Unit, Synapse or Treasury Prime.
- Work involving fraud detection, KYC or AML checks, or financial compliance.
- Past experience writing documentation or improving workflows.
- Experience supporting business-software or fintech offerings rather than consumer products.
Core Skills
Benefits
- Remote setup with independence over your own shift.
- Equity that the posting calls meaningful if the team delivers large results.
- Close contact with company leaders, customers and investors.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
Yes. The posting lists the location as Remote and the role as full time.
What is the pay range?
The posting states USD 60,000 to 100,000 per year, although the structured salary field is empty.
What experience is required?
The posting asks for two years of support work in fintech or a financial business, plus hands-on use of Zendesk or Salesforce, or a comparable CRM platform.
What hours does the role involve?
Expect to cover nights and weekends, during local or US business hours.
How do I apply?
The posting does not describe a specific application process in the text provided.
Sample Interview Questions
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