[All remote jobs](https://jobicy.com/jobs.md)[![Flex logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/7bfdefe3-221.jpeg)](https://jobicy.com/company/flex.md)[Flex](https://jobicy.com/company/flex.md) # Customer Experience Specialist Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/flex.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 60k–100k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceOpen levelPublished18 Oct 2026Apply before17 Nov 2026Listing views59Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. 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 investigates complex account, transaction, compliance, and fraud-related issues across email, chat, and phone. It requires close coordination with engineering, underwriting, risk, and compliance teams, along with bug reporting, feature testing, and process documentation. Candidates need at least two years of fintech or financial-services support experience, strong judgment, and availability for nights and weekends 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 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a demanding fintech support role involving sensitive financial scenarios, multi-system investigation, and careful escalation decisions. The premium customer base, high ownership expectations, and fast-moving operational environment raise the complexity beyond standard customer support. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$80,000US market range (per year)$55k–$95k0$104.50k AI insightThe employer discloses a salary range of $60,000–$100,000 USD per year, with an estimated midpoint of $80,000. A reasonable estimated US annual market range for a fintech customer experience specialist with complex banking, compliance, and fraud-support responsibilities is $55,000–$95,000 USD. ## Core skills Skills and capabilities most closely associated with this opportunity. [Fintech customer support](https://jobicy.com/jobs?search_keywords=Fintech%20customer%20support.md)[Customer experience](https://jobicy.com/jobs?search_keywords=Customer%20experience.md)[Banking operations](https://jobicy.com/jobs?search_keywords=Banking%20operations.md)[Payment support](https://jobicy.com/jobs?search_keywords=Payment%20support.md)[Credit support](https://jobicy.com/jobs?search_keywords=Credit%20support.md)[Fraud detection](https://jobicy.com/jobs?search_keywords=Fraud%20detection.md)[KYC/AML](https://jobicy.com/jobs?search_keywords=KYCAML.md)[Compliance coordination](https://jobicy.com/jobs?search_keywords=Compliance%20coordination.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[CRM administration](https://jobicy.com/jobs?search_keywords=CRM%20administration.md)[Technical troubleshooting](https://jobicy.com/jobs?search_keywords=Technical%20troubleshooting.md)[Bug reporting](https://jobicy.com/jobs?search_keywords=Bug%20reporting.md)[Process documentation](https://jobicy.com/jobs?search_keywords=Process%20documentation.md)[Stakeholder communication](https://jobicy.com/jobs?search_keywords=Stakeholder%20communication.md) Sample interview questionsHow would you handle a VIP customer whose account has been frozen and who is demanding an immediate explanation?I would first acknowledge the urgency and communicate calmly without sharing restricted information. I would review the account history and relevant internal systems, engage the appropriate risk or compliance partners, and provide the customer with an accurate, policy-aligned update and clear next steps. I would document all actions and follow through until resolution or a formal handoff is complete. Describe your approach to investigating a payment issue when the initial information is incomplete. I would gather the transaction details, review account and payment-system records, identify the expected versus actual outcome, and check for related incidents or known product limitations. I would then isolate likely causes, validate findings with the relevant internal team when needed, and give the customer a concise explanation, timeline, and next action. How do you decide whether a customer issue should be escalated to engineering, risk, or compliance? I assess the issue's customer impact, financial risk, regulatory implications, reproducibility, and urgency. Product defects or reproducible system behavior go to engineering with detailed evidence; suspicious activity or account-security concerns go to risk; and policy, verification, or regulatory matters go to compliance. I ensure the escalation includes context, timestamps, relevant records, and the requested decision or action. Tell us about a time you improved a support process or created documentation for a recurring issue. I would identify recurring contacts through ticket trends and frontline feedback, map the current workflow, and document the root cause and recommended handling steps. I would create a clear internal guide or customer-facing template, validate it with stakeholders, and monitor whether it reduced resolution time, repeat contacts, or escalation volume. How would you communicate a complex fintech concept to a non-technical business owner? I would avoid jargon, lead with the practical impact on their business, and explain the concept in short steps using familiar examples. I would confirm understanding, clearly state what Flex is doing and what the customer needs to do, and provide a written recap when the process involves multiple actions or deadlines. Opportunity details ## About this role. 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. ### 👀 What We’re Looking For: * 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 ### Strongly Preferred * 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) ### Compensation Final compensation within this range will be based on experience, qualifications, and interview performance. This position is also eligible for equity compensation. Flex offers medical, dental and vision insurance, paid time off, and a 401(k) plan. Applications will be accepted on an ongoing basis until the position is filled. ### 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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