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Manager of Elite Customer Experience



Customer Service
Posted on Friday, March 22, 2024
Flex is building a finance super app for business owners — reimagining every single aspect of the financial workflow and financial services for any entrepreneur. The company is growing 35% MoM and is on track to achieve cash flow positive by early 2024. Flex is focused on the long tail of the market, especially undigitized industries like construction and logistics, with >$1.2T in card spend annually still up for grabs. 90% of its customers come from incumbents like BofA and AmEx.
Flex is a fully remote company and this role can be performed from anywhere.
🕺 About the Role
We are seeking a customer-oriented individual to join our team as a Manager of Elite Customer Experience. In this role, your primary focus will be ensuring that our clients receive exceptional support and assistance when they have questions or encounter any issues with our suite of products. You will have the opportunity to showcase your intelligence, compassion, and empathy, even in challenging situations.
To excel in this position, you will need to have a deep understanding of our product and its intricacies. The financial system can be complex, and your ability to find efficient and elegant solutions to problems will be crucial.
✅ What You’ll Do
Provide white-glove treatment and world class support/service.
Provide prompt and knowledgeable responses to user inquiries via chat, email, and phone.
Handle various user account requests, including application processing, card disputes, missing payments, card shipments, and more.
Educate customers on how to effectively use our product, translating any confusion into valuable product suggestions.
Identify and address systemic flaws that contribute to user problems.
Collaborate with the engineering team to identify and resolve software bugs.
Create helpful help articles and FAQs to assist users.Independent, excellent time management and organizational skills.
Familiarize yourself with our internal tools and propose improvements to streamline processes.
Implement efficient workflows and procedures to enhance your own productivity.
Assist with customer-centric tasks.
Cultivate and maintain positive relationships with our clients, ensuring their satisfaction.

⚡️ What You Bring

  • At least 8 years doing customer support for Fintech, bank, credit card or concierge company.
  • Fluent in English
  • Demonstrated ability to consistently exercise empathy and understanding.
  • Strong competence and confidence in resolving customer inquiries.
  • Skill in identifying the underlying questions and concerns behind user queries.
  • Well-organized with the ability to maintain a clean inbox.
  • Ability to remain calm and composed while multitasking and managing multiple priorities.
  • Resourcefulness and creativity when operating within constraints.
  • Exhibit kindness and patience when faced with challenging situations.
  • A passion for effective communication. Computer and Technology savvy.
  • You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking.
  • Join our team and be part of a dynamic environment where you can make a difference in providing exceptional customer support and contribute to the growth of our organization.

🚀 What We Bring

  • Founding team from MIT, Harvard, Thiel Fellowship, JPMorgan, Goldman Sachs, Kabbage, American Express, McKinsey Ai, and beyond
  • Closed Series A with equity and debt funding - significant horsepower and runway
  • Remote work w/ semi-annual offsites in exotic locations
  • Silicon Valley VCs and angels
  • Excellent compensation and benefits (401k, life insur., PTO, paid medical, dental, vision, etc)
Interested? We'd love to hear from you
At Flex, we value passion, determination, and honesty. Even if you don't fully match the job specifics, we encourage you to apply. Unusual career paths and unique skills can help you stand out. We believe diversity drives our success. Join us at