Customer Experience Representative

Summary

Join Flex, a rapidly growing fintech startup building a finance super app for business owners, and become a key member of our fully remote Customer Experience team. This role, ideally based in the APAC region, requires exceptional communication and problem-solving skills to provide top-tier support to our customers. You will be the voice of Flex, building strong relationships and ensuring a seamless customer experience. We offer a competitive salary, a remote-friendly work environment, and opportunities for growth within a dynamic and collaborative team. Flex is backed by strong funding and boasts a team with impressive backgrounds from leading companies and institutions. We are looking for passionate, determined, and honest individuals to join our mission.

Requirements

• Availability to work nights and weekends (US Eastern Standard Time zone)
• Native-level English fluency, both written and spoken
• At least 2 years of experience delivering customer support for fintech companies, banks, or credit card providers
• Exceptional communication skills - clear, empathetic, and adaptable across various channels
• Naturally patient, kind, and understanding in every interaction
• Strong troubleshooting skills with a solution-first mindset and an ability to uncover the root cause of issues
• A keen interest in exploring automation opportunities to enhance and streamline support processes
• Exhibits resourcefulness and creativity when operating within company or regulatory constraints
• Comfort in a fast-paced environment, managing multiple inquiries while staying organized

Responsibilities

• Serve as the trusted expert for our customers, providing clear and confident support via email, chat, and phone
• Proactively address challenges, collaborating across teams to troubleshoot issues and deliver innovative solutions
• Advocate for an exceptional customer experience, ensuring every interaction is seamless, informative, and positive
• Develop deep expertise in our financial products and platforms, guiding customers to make informed financial decisions
• Identify trends and potential issues early, sharing valuable insights with product and engineering teams to enhance our product suite
• Contribute to process improvements, bringing fresh ideas to drive efficiency and scalability as we grow
• Take ownership of cross-functional projects beyond customer support, helping to drive innovation and improvements across various teams and initiatives

Preferred Qualifications

A tech-savvy colleague with a strong understanding of technology and experience with relevant tools and platforms such as Zendesk, Salesforce, HubSpot, or similar is a plus

Benefits

• A remote-friendly work environment with a collaborative, supportive team
• Opportunities to grow, learn, and take on new challenges as we scale
• $30,000 - $38,400 a year