About this role.
Flex is hiring a Customer Experience Specialist to provide high-touch, white-glove support to affluent business owners using banking, credit, and payments products. The role handles complex and sensitive cases, including account restrictions, disputed transactions, document verification, compliance communications, and fraud-related concerns. The specialist will investigate issues across internal systems, collaborate with engineering, underwriting, risk, and compliance, and contribute bug reports and process documentation. This is a remote Argentina-based, full-time role requiring strong English, sound judgment, fintech support experience, and availability for night or weekend shifts aligned with local and/or US business hours.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would acknowledge the urgency, verify the customer's identity and account context, and review the relevant account, risk, and compliance signals before responding. I would provide only approved, accurate information, clearly explain the next actionable step, set realistic expectations, and immediately coordinate with the appropriate internal team where needed.
I begin by defining the customer's reported problem and collecting the relevant timestamps, transaction identifiers, account details, and prior communications. I then trace the issue across the applicable systems, compare the evidence against product and policy rules, document my findings, and escalate with a concise summary when another team must act.
I communicate respectfully and directly, recognizing the customer's frustration without making commitments that conflict with policy. I explain the decision at the permitted level of detail, avoid speculation or prohibited disclosures, outline available next steps or documentation requirements, and ensure the interaction is thoroughly recorded.
I would include a clear title, customer impact, environment, exact reproduction steps, expected and actual behavior, timestamps, relevant account or transaction references handled securely, screenshots or logs where appropriate, and the issue frequency. I would also state the workaround, urgency, and any patterns that could help engineering prioritize the fix.
I triage work based on customer impact, financial or compliance risk, urgency, and service-level commitments. I communicate changes early, keep detailed notes so cases can be handed off cleanly, and remain focused on resolving the highest-risk issues accurately rather than rushing through tickets.
Flex is building the AI-native private bank for business owners.
We’re re-architecting the entire financial system for entrepreneurs—from the first dollar a business earns to how that value compounds, moves, and is ultimately spent in real life. Banking, credit, payments, personal finance, and financial operations—rebuilt from the ground up as a single, intelligent system. Flex is the full financial home for ambitious owners.
Since launching publicly in September 2023, Flex has scaled from zero to nine-figure annualized revenue, with a clear path to profitability by late 2026. We move fast, ship relentlessly, and operate with extreme ownership.
Our customers are affluent business owners ($3–$200M in revenue)—the backbone of the economy and one of the most underserved segments in finance. They’re stuck with outdated banks and fragmented tools. We’re replacing all of it. The opportunity is massive: a ~$1T+ revenue market hiding in plain sight. Our ambition is to build a $100B+ company by delivering a product that is fundamentally better—not incrementally improved.
Flex has raised $100M+ in equity and $300M+ in debt.
– Mission-critical problems: We build software that directly controls how money moves at scale.
– High bar, low ego: Small teams, exceptional people, real ownership.
– Speed over comfort: We prioritize execution, quality, clarity, and results.
– Enduring impact: What we’re building will define how a generation of owners runs their businesses.
Team & Locations
We hire exceptional people who want to build hard things and see their work matter immediately. Roles are available in: San Francisco, Miami, New York, and fully remote.
Flex Fuels Ambition.
🕺About the 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.
✅What You’ll Do
- 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
⚡️What Makes You a Great Fit
- 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.
- Emotional resilience: you stay calm when customers are frustrated, systems are down, or priorities shift mid-shift.
Why This Role Is Worth It!
- You’ll learn more in 6 months than most people learn in 3 years. Fintech moves fast, and you’ll be at the center of product launches, compliance changes, and operational challenges.
- You’ll work with a world-class team. Smart, driven, low-ego people who get stuff done.
- You’ll have real influence. You’re not just a ticket-taker. You’ll shape how we support customers, build processes, and scale the team.
- You’ll work remotely with autonomy. No micromanagement. You own your shift.
Strongly Preferred
- 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 (Local and/or US business hours)
- Experience with Zendesk, Salesforce, or similar CRM tools
Compensation
Additional Information
Why Join Us
Build something generational — Capture the full lifecycle of money for ambitious business owners.
Work on real money, real risk — Payments, credit, and banking at serious scale.
Solve hard problems — AI, underwriting, compliance, and global finance from first principles.
True ownership — Small teams, high trust, real accountability.
Founder-level exposure — Direct access to leadership, customers, and investors.
High bar, high taste — Move fast without cutting corners.
Elite peers — People here are builders, not tourists.
Real upside — Meaningful equity if you help build something big.
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