Remote Manager of Elite Customer Experience

Summary

The job description is for a Manager of Elite Customer Experience role in Flex, a fintech company that provides financial services to business owners. The role involves providing exceptional customer support, handling various account requests, educating customers, identifying systemic flaws, collaborating with the engineering team, creating help articles, and maintaining positive relationships with clients.

Requirements

• At least 8 years doing customer support for Fintech, bank, credit card or concierge company
• Fluent in English
• Demonstrated ability to consistently exercise empathy and understanding
• Strong competence and confidence in resolving customer inquiries
• Skill in identifying the underlying questions and concerns behind user queries
• Well-organized with the ability to maintain a clean inbox
• Ability to remain calm and composed while multitasking and managing multiple priorities
• Resourcefulness and creativity when operating within constraints
• Exhibit kindness and patience when faced with challenging situations
• A passion for effective communication
• Computer and Technology savvy

Responsibilities

• Provide white-glove treatment and world class support/service
• Provide prompt and knowledgeable responses to user inquiries via chat, email, and phone
• Handle various user account requests, including application processing, card disputes, missing payments, card shipments, and more
• Educate customers on how to effectively use our product, translating any confusion into valuable product suggestions
• Identify and address systemic flaws that contribute to user problems
• Collaborate with the engineering team to identify and resolve software bugs
• Create helpful help articles and FAQs to assist users
• Independent, excellent time management and organizational skills
• Familiarize yourself with our internal tools and propose improvements to streamline processes
• Implement efficient workflows and procedures to enhance your own productivity
• Assist with customer-centric tasks
• Cultivate and maintain positive relationships with our clients, ensuring their satisfaction

Preferred Qualifications

You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking

Benefits

• Remote work w/ semi-annual offsites in exotic locations
• Excellent compensation and benefits (401k, life insur., PTO, paid medical, dental, vision, etc)