Role overview
Employment type: Full-time
Work model: Remote
Base salary: $60,000 - $100,000 USD per year
Schedule: Availability to work nights and weekends, covering local and/or US business hours
Deliver personalized fintech support
Help business owners navigate banking, credit, and payments with responsive, attentive service. As a Customer Experience Specialist, you will investigate complex issues, guide high-value accounts, and coordinate with technical and financial teams to reach accurate resolutions.
The role combines independent problem-solving with careful judgment around sensitive account situations, compliance questions, and potential fraud.
What you will manage
- Resolve customer inquiries through email, chat, and phone, investigating multiple internal systems before providing clear answers.
- Guide VIP and high-revenue accounts through document verification, account setup, and feature troubleshooting.
- Handle frozen accounts, disputed transactions, application denials, and compliance-related communications with discretion.
- Coordinate with engineering, underwriting, risk, and compliance teams on issues involving multiple stakeholders.
- Submit detailed bug reports and test new features in staging environments.
- Create and update documentation to address gaps in support processes.
- Qualify high-value sales leads and route them to the appropriate account executives.
Skills and experience you will need
- At least 2 years of customer support experience in fintech or financial services, ideally in a startup or high-growth environment.
- Professional fluency in written and spoken English, including the ability to explain financial concepts to non-technical customers.
- Experience with Zendesk, Salesforce, or similar CRM tools.
- Ability to learn software quickly and work with tools such as Linear, Slack, Notion, and Google Sheets.
- Strong investigative skills and the ability to identify underlying causes of customer issues.
- Sound judgment when handling sensitive situations and deciding when to escalate.
- Ability to stay calm with frustrated customers, system outages, and changing priorities.
- Availability to work nights and weekends.
Experience that stands out
- Familiarity with banking-as-a-service platforms such as Unit, Synapse, or Treasury Prime.
- Exposure to fraud detection, KYC/AML processes, or financial compliance.
- Experience creating documentation or improving operational processes.
- Background supporting B2B SaaS or fintech products.
Benefits and growth opportunities
- Eligibility for equity compensation.
- Medical, dental, and vision insurance.
- Paid time off.
- 401(k) plan.
- Remote work with autonomy and ownership of your shift.
- Opportunities to influence support processes and collaborate on product launches and operational improvements.