Customer Experience Specialist

Swooped; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Swooped is seeking a Customer Experience Specialist to advise high-net-worth business members in a remote-first role across the United States. You will deliver white-glove service and resolve complex fintech inquiries across banking, credit, and payments, coordinating with cross-functional teams to drive outcomes.

Responsibilities include guiding VIP accounts through onboarding and processing sensitive issues, with potential night/weekend shifts.

Qualifications

• Professional-level fluency in written and spoken English.
• 2+ years of customer support experience in fintech or financial services.
• Experience utilizing Zendesk, Salesforce, or comparable CRM platforms.
• Availability to work night and weekend shifts across local or U.S. business hours.

Responsibilities

• Handle complex customer inquiries across banking, credit, and payments via email, chat, and phone, conducting thorough investigations across multiple systems to provide clear and accurate resolutions.
• Guide VIP and high-revenue accounts through multi-step processes, such as document verification, account onboarding, and feature troubleshooting.
• Manage sensitive scenarios with discretion, including frozen accounts, disputed transactions, application denials, and compliance-related communications.
• Coordinate with engineering, underwriting, risk, and compliance teams to resolve multi-stakeholder issues.
• Submit detailed bug reports and test new features within staging environments.
• Create and update operational documentation when process gaps are identified.
• Qualify high-value sales leads and route them to the appropriate account executives.

Skills

English fluency

Customer support

Problem solving

Tools

Zendesk

Salesforce

Job description

The hiring organization is seeking a Customer Experience Specialist to serve as an advisor for high-net-worth business members. This role delivers white-glove service and autonomous problem-solving across complex financial technology scenarios, including banking, credit, and payments, cross-functional troubleshooting, compliance coordination, and fraud detection.

Role and Responsibilities

• Handle complex customer inquiries across banking, credit, and payments via email, chat, and phone, conducting thorough investigations across multiple systems to provide clear and accurate resolutions.
• Guide VIP and high-revenue accounts through multi-step processes, such as document verification, account onboarding, and feature troubleshooting.
• Manage sensitive scenarios with discretion, including frozen accounts, disputed transactions, application denials, and compliance-related communications.
• Coordinate with engineering, underwriting, risk, and compliance teams to resolve multi-stakeholder issues.
• Submit detailed bug reports and test new features within staging environments.
• Create and update operational documentation when process gaps are identified.
• Qualify high-value sales leads and route them to the appropriate account executives.

Required Qualifications

• Professional-level fluency in written and spoken English.
• 2+ years of customer support experience in fintech or financial services.
• Experience utilizing Zendesk, Salesforce, or comparable CRM platforms.
• Availability to work night and weekend shifts across local or U.S. business hours.

Preferred Qualifications

• Customer support experience in a startup or high-growth environment handling varied responsibilities.
• Experience supporting B2B SaaS or fintech products rather than consumer support.
• Prior exposure to banking-as-a-service platforms, such as Unit, Synapse, or Treasury Prime.
• Background in fraud detection, KYC/AML processes, or financial compliance.
• Experience building internal documentation or improving support processes.
• Familiarity with modern collaboration and productivity tools, including Linear, Slack, Notion, and Google Sheets.

Employment Details and Location

• Employment type: Full time.
• Location: United States (Remote, with office presences in San Francisco, Miami, and New York).
• Schedule: Includes nights and weekends (local or U.S. business hours).

Compensation

• Base salary: $60,000 - $100,000 per year.