Customer Experience Specialist

Flex

. Handle complex customer issues across banking, credit, and payments via email, chat, and phone .

Posted 10/13/2026full-timeRemote • United StatesJuniorMid-Level💰 $60,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within fintech, with a strong focus on problem-solving, communication, and process improvement. Proficient in navigating CRM tools and handling complex customer issues while ensuring compliance and documentation accuracy.

Highest-signal resume keywords

Customer Support ExperienceFluent English CommunicationExperience With ZendeskInvestigative MindsetExposure To KYC/AML Processes

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root-Cause AnalysisProcess ImprovementBug ReportingDocument VerificationFeature Troubleshooting

Soft Skills

Clear CommunicationEmotional ResilienceExceptional Judgment

Tools & Technologies

ZendeskSalesforceLinearSlackNotionGoogle Sheets

Industry Keywords

FintechBanking-As-A-ServiceFraud DetectionFinancial ComplianceB2B SaaS

About the role

Key responsibilities & impact

Handle complex customer issues across banking, credit, and payments via email, chat, and phone
Investigate issues across multiple internal systems and provide precise, clear answers
Guide VIP and high-revenue accounts through document verification, account setup, and feature troubleshooting
Handle frozen accounts, disputed transactions, application denials, and compliance-related communications
Coordinate with engineering, underwriting, risk, and compliance teams
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

What you’ll need

Fluent English, written and spoken at a professional level
2+ years in fintech or financial services customer support
Availability to work nights and weekends (local and/or US business hours)
Experience with Zendesk, Salesforce, or similar CRM tools
Clear, professional communication and ability to explain complex fintech concepts
Ability to navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets
Investigative mindset and root-cause analysis ability
Exceptional judgment and emotional resilience
Experience with banking-as-a-service platforms (strongly preferred)
Exposure to fraud detection, KYC/AML processes, or financial compliance (strongly preferred)
Experience creating documentation or improving processes (strongly preferred)
Experience supporting B2B SaaS or fintech products (strongly preferred)

Benefits

Comp & perks

Meaningful equity
Remote work with autonomy
No micromanagement; ownership of shift
Direct access to leadership, customers, and investors
Small teams, high trust, and real accountability
World-class team environment
Opportunity to influence customer support processes and team scaling