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Role Description

We’re seeking a Customer Experience Specialist to serve as the primary customer-facing owner across email and phone support. This is a high-autonomy role responsible for delivering a white-glove, premium support experience while helping us scale our CX systems thoughtfully.

• 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

Qualifications

• 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