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Flex

Customer Experience Specialist

Flex

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

Posted 10/20/2026contractRemote • CanadaJuniorMid-Level💰 CA$60,000 - CA$100,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in customer support within fintech and financial services, with a strong ability to communicate complex concepts clearly to non-technical customers. Proficient in navigating CRM tools and collaborating with cross-functional teams to resolve issues and improve processes.

Highest-signal resume keywords
Customer Support ExperienceFintech KnowledgeZendesk ProficiencyRoot-Cause AnalysisKYC/AML Exposure

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer SupportRoot-Cause AnalysisProcess ImprovementDocumentation CreationBug Reporting
Soft Skills
Emotional ResilienceExceptional JudgmentInvestigative Mindset
Tools & Technologies
ZendeskSalesforceLinearSlackNotionGoogle Sheets
Industry Keywords
FintechBanking-as-a-ServiceFraud DetectionFinancial ComplianceKYCAML

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 encountering process gaps
  • Qualify high-value sales leads and route them to appropriate account executives

Requirements

What you’ll need
  • Flawless professional written and spoken English
  • 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
  • Ability to explain complex fintech concepts to non-technical customers
  • Ability to navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets independently
  • Investigative mindset and root-cause analysis ability
  • Exceptional judgment and emotional resilience
  • Experience with banking-as-a-service platforms (Unit, Synapse, Treasury Prime, etc.) 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 your shift
  • World-class team environment
  • Opportunity to shape customer support, processes, and team scaling
  • Exposure to product launches, compliance changes, and operational challenges