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

Fluent English (written and spoken at a professional level—you'll be the voice of Flex)
2+ years in fintech or financial services customer support (ideally at a startup or high-growth company where you wore multiple hats)
Availability to work nights and weekends (US business hours)
Experience with Zendesk, Salesforce, or similar CRM tools

Experience with banking-as-a-service platforms (Unit, Synapse, Treasury Prime, etc.)
Prior exposure to fraud detection, KYC/AML processes, or financial compliance
You've worked in a role where you created documentation or improved processes
You've supported B2B SaaS or fintech products (not consumer support)

$18,000 - $25,000 a year. Equity: Meaningful equity if you help build something big.

Availability to work nights and weekends (US business hours)
Fluent English (written and spoken at a professional level—you'll be the voice of Flex)

Flex is hiring a Customer Experience Specialist