Customer Experience Specialist
Core
Trusted advisor and autonomous problem-solver for high-net-worth business owners, handling complex fintech scenarios including cross-functional troubleshooting, compliance coordination, and fraud detection.
Role type
Senior Customer Experience Specialist (Fintech)
Builds
Premium white-glove service experience for affluent business owners
Domain
Fintech / Private Banking for Business Owners
Deliverable
client delivery
Required skills
Complex issue investigation, cross-functional coordination, compliance judgment, fraud detection, process documentation, sales lead qualification, technical software fluency
Preferred skills
Fintech customer support experience, CRM tool expertise (Zendesk, Salesforce), night/weekend availability
Technologies
Zendesk, Salesforce, Linear, Slack, Notion, Google Sheets
Responsibilities
Handle complex customer issues across banking, credit, and payments via email, chat, and phone; Guide VIP accounts through multi-step processes; Handle sensitive scenarios like frozen accounts and disputed transactions; Coordinate with engineering, underwriting, risk, and compliance teams; File detailed bug reports and test new features; Create and update documentation for process gaps; Qualify high-value sales leads.
Seniority
Senior, hands-on IC