VIP Fintech Customer Experience Lead

Flex; San Francisco, Miami, New York (CA, FL, NY); Híbrido; CAD 85 000 - 141 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work with autonomy

Equity potential

Direct exposure to leadership

Resumo da oferta

Flex is hiring a trusted advisor to serve our high-net-worth members. You’ll deliver premium, white-glove service, acting as an autonomous problem-solver across complex fintech scenarios with precision and cross-functional coordination.

You’ll work with Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets to resolve issues, document gaps, and improve processes. Remote roles available; nights/weekends may be required. Compensation: $60,000–$100,000 per year.

Qualificações

• 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.

Responsabilidades

• Handle complex customer issues across banking, credit, and payments via email, chat, and phone with precision and clarity; investigate across internal systems before answering.
• Guide VIP and high-revenue accounts through multi-step processes including verification, setup, and feature troubleshooting.
• Handle sensitive scenarios with discretion: frozen accounts, disputed transactions, denials, and compliance-related communications.
• Coordinate with engineering, underwriting, risk, and compliance to resolve issues.
• File bug reports and test features in staging environments.
• Create and update process documentation to close gaps.
• Qualify high-value sales leads and route to account executives while maintaining quality standards.

Conhecimentos

Professional communication

Ownership

Investigative mindset

Technical fluency

Judgment

Emotional resilience

Ferramentas

Zendesk

Salesforce

Linear

Slack

Notion

Google Sheets

Descrição da oferta de emprego

Flex is hiring a trusted advisor to serve our high-net-worth members. You’ll deliver premium, white-glove service, acting as an autonomous problem-solver across complex fintech scenarios with precision and cross-functional coordination.

You’ll work with Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets to resolve issues, document gaps, and improve processes. Remote roles available; nights/weekends may be required. Compensation: $60,000–$100,000 per year.