Customer Experience Specialist
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Job Description
Customer Experience Specialist offering premium support via email and phone at a fintech startup. Navigating customer interactions and resolving escalations with a focus on quality.
Responsibilities:
- Serve as the primary point of contact for customer support via Zendesk email and phone
- Deliver a white-glove experience that balances speed, empathy, and accuracy
- Navigate customer interactions with a strong awareness of risk, compliance, and data sensitivity
- Own customer-facing escalations, resolving independently when appropriate and partnering with CX leadership when needed
- Develop deep subject matter expertise (SME) across products, policies, and systems
- Identify recurring issues, friction points, and edge cases, and recommend improvements to workflows, macros, and documentation
- Partner with CX leadership to ensure customer issues are resolved end-to-end and insights are carried forward
Requirements:
- 3+ years of experience in Customer Experience, Support, or Operations, preferably in fintech or similarly regulated, high-touch environments (banking, airlines, travel).
- Experience handling escalations and exercising sound judgment in customer-facing roles
- Proven ability to grow into subject matter expertise - people trust your answers and decision-making
- Strong written and verbal communication skills, with the ability to explain complex topics clearly
- Ability to operate independently with high ownership and minimal day-to-day direction
- Comfortable operating in ambiguity within a scaling startup, with the confidence to ask thoughtful questions, give candid feedback, and surface concerns constructively
- Ability to work Eastern hours and flexibility to support evenings, weekends, or holidays as volume requires
Benefits:
- Competitive salary and stock option plan
- Medical, dental, and vision insurance
- 401(k) plan with 5% company match
- Flexible vacation policy
- Fully remote work environment
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