Customer Experience Specialist (Fintech)

Finom; Town of Poland (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Finom is seeking a Customer Care Specialist to deliver exceptional service across phone, chat, and email, turning moments of frustration into trust for entrepreneurs using our all‑in‑one B2B financial platform.

You will document interactions in internal systems, collaborate with product and support teams, and contribute ideas for continuous improvement to ensure customers feel heard and valued.

Responsibilities

• Deliver a “wow” customer experience across phone, chat, and email, consistently going above and beyond customer expectations
• Build strong, genuine rapport with customers, especially during challenging or sensitive situations
• Actively listen to understand customer needs, concerns, and the root cause of issues
• Communicate clearly, confidently, and empathetically, explaining situations in a way customers can easily understand
• Take full ownership of customer issues, acting with urgency to drive resolution as quickly as possible
• Proactively follow up with customers, keeping commitments and ensuring no issue is left unresolved
• Turn dissatisfied customers into loyal advocates through outstanding service and personal accountability
• Collaborate closely with internal teams to elevate, track, and resolve complex issues
• Accurately document customer interactions and outcomes in internal systems
• Contribute to continuous improvement by sharing insights and feedback from customer interactions

Job description

Finom is seeking a Customer Care Specialist to deliver exceptional service across phone, chat, and email, turning moments of frustration into trust for entrepreneurs using our all‑in‑one B2B financial platform.

You will document interactions in internal systems, collaborate with product and support teams, and contribute ideas for continuous improvement to ensure customers feel heard and valued.