Customer Experience Specialist

Role overview

This role centers on delivering premium, white-glove support to affluent business-owner clients of an AI-driven fintech platform. Rather than traditional ticket-taking, the position functions as a trusted advisor handling intricate scenarios across banking, credit, and payments products. The work blends customer-facing communication with behind-the-scenes coordination across engineering, underwriting, risk, and compliance teams.

Responsibilities

- Resolve complex customer inquiries spanning banking, credit, and payments via email, chat, and phone, conducting thorough investigation across multiple internal systems before responding - Guide high-value accounts through multi-step workflows including document verification, account setup, and feature troubleshooting - Manage sensitive situations such as frozen accounts, disputed transactions, application denials, and compliance matters with discretion and professional judgment - Partner with engineering, underwriting, risk, and compliance teams to resolve issues that span multiple stakeholders - Document bugs, test new features in pre-production environments, and author or update internal documentation when process gaps surface - Qualify high-value sales leads with rigor and route them to the appropriate account executives

Requirements

- Flawless written and spoken English, with the ability to explain technical fintech concepts to non-technical customers - 2+ years of customer support experience in fintech or financial services, ideally in a startup or high-growth environment where the role wore multiple hats - Demonstrated investigative mindset and high ownership, with the capability to independently diagnose root causes - Technical fluency with tools such as Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets - Strong judgment in distinguishing genuine confusion from potential abuse, and knowing when to escalate - Emotional resilience to stay composed when customers are frustrated, systems are down, or priorities shift mid-shift - Availability to work nights and weekends within US business hours

Nice to have

- Prior hands-on experience with Zendesk, Salesforce, or comparable CRM platforms - Background supporting high-net-worth or VIP customer segments

Benefits and work setup

- Fully remote position with autonomous shift ownership and no micromanagement - Exposure to product launches, regulatory changes, and operational challenges in a fast-moving fintech environment - Collaboration with a focused team that emphasizes ownership, execution, and real influence over how customer support scales