Customer Experience Specialist

Team: Customer Support

Location: Remote / Brazil

Commitment: Full-time

Workplace Type: remote

🕺About the Role

This isnt traditional customer support. Youre a trusted advisor serving our high-net-worth members. Were committed to delivering premium, white-glove service with an uncompromising standard for quality. Youll 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 dont 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 dont 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!

Youll learn more in 6 months than most people learn in 3 years. Fintech moves fast, and youll be at the center of product launches, compliance changes, and operational challenges.
Youll work with a world-class team. Smart, driven, low-ego people who get stuff done.
Youll have real influence. Youre not just a ticket-taker. Youll shape how we support customers, build processes, and scale the team.
Youll work remotely with autonomy. No micromanagement. You own your shift.

Strongly Preferred

Fluent English (written and spoken at a professional level—youll 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