Customer Experience Specialist

Job description

About this role

This isn't traditional customer support. You're a trusted advisor serving our high-net-worth members. We're committed to delivering premium, white-glove service with an uncompromising standard for quality. You'll operate as an autonomous problem-solver, handling complex fintech scenarios with precision and sophistication, including cross-functional troubleshooting, compliance coordination, and fraud detection.

Responsibilities

• - 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

Qualifications and 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.