VIP Fintech Experience Specialist

Remote; San Francisco (CA); Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Equity opportunity

Remote work autonomy

Job summary

Flex is building the AI-native private bank for business owners, delivering premium, white-glove service to high-net-worth members. This role operates autonomously, solving complex fintech scenarios across banking, credit, and payments, coordinating with engineering, risk, and compliance teams.

You will guide VIP accounts, document issues, and escalate only when necessary, while maintaining the highest standards of care and service quality. Remote-friendly, night/weekend coverage required.

Qualifications

• 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.

Responsibilities

• Handle complex customer issues across banking, credit, and payments via email, chat, and phone with precision and clarity.
• Guide VIP and high-revenue accounts through multi-step processes with excellence.
• Handle sensitive scenarios with discretion and expertise: frozen accounts, disputed transactions, compliance-related communications.
• Coordinate with engineering, underwriting, risk, and compliance teams to resolve multi-stakeholder issues.
• File detailed bug reports and test new features in staging environments.
• Create and update documentation when you encounter process gaps.
• Qualify high-value sales leads with rigor and route to appropriate account executives.

Skills

English proficiency

Fintech support

Zendesk experience

Salesforce experience

Investigative mindset

Technical fluency

Tools

Zendesk

Salesforce

Linear

Slack

Notion

Google Sheets

Job description

Flex is building the AI-native private bank for business owners, delivering premium, white-glove service to high-net-worth members. This role operates autonomously, solving complex fintech scenarios across banking, credit, and payments, coordinating with engineering, risk, and compliance teams.

You will guide VIP accounts, document issues, and escalate only when necessary, while maintaining the highest standards of care and service quality. Remote-friendly, night/weekend coverage required.