Customer Experience Specialist

Job Description

REQUIREMENTS

• Clear, professional communication: your written/spoken English is flawless. You can explain complex fintech concepts to a non-technical customer. You write concise Slack messages and detailed Linear tickets.
• High ownership: you don’t wait for someone to tell you what to do. If you see a broken process, you fix it or document the gap.
• Investigative mindset: you dig into issues until you understand the root cause. You don’t just relay information; you synthesize it.
• Technical fluency: You learn new software fast. You can navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets without someone holding your hand.
• Exceptional judgment: you can read between the lines. You know when a customer is confused vs. trying to game the system. You escalate the right things at the right time.
• Emotional resilience: you stay calm when customers are frustrated, systems are down, or priorities shift mid-shift.

RESPONSIBILITES

• Handle complex customer issues across banking, credit, and payments via email, chat, and phone with precision and clarity: requiring thorough investigation across multiple internal systems before providing answers that meet our quality standards
• Guide VIP and high-revenue accounts through multi-step processes with excellence (document verification, account setup, feature troubleshooting) maintaining the highest standards of care and service quality
• Handle sensitive scenarios with discretion and expertise: frozen accounts, disputed transactions, application denials, and compliance-related communications—executing each with precision and professional judgment
• 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, ensuring every introduction meets our quality standards and reflects our commitment to excellence

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