Manager - Elite Customer Experience

March 19

Apply Now

Receive Emails with Similar Jobs

Flex

WebsiteLinkedInAll Job Openings

End-to-end finance platform for businesses.

11 - 50 employees

💰 $100M Debt Financing on 2023-09

📋 Description

• 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 has grown revenue 25x+ since publicly launching in September 2023 and is on track to achieve profitability by mid 2025. • Flex is focused on mid-market businesses ($3 - $100M revenue) that are largely overlooked by existing fintech solutions and reliant on slow and outdated regional banks. • We are targeting a ~$1T revenue opportunity that is largely up for grabs. • We are seeking a customer-oriented individual to join our team as a Manager of Elite Customer Experience. • 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. • 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Excellent compensation and benefits (401k, life insur., PTO, paid medical, dental, vision, etc) • Remote work w/ semi-annual offsites in exotic locations • Closed Series A with equity and debt funding - significant horsepower and runway • Silicon Valley VCs and angels • Founding team from MIT, Harvard, Thiel Fellowship, JPMorgan, Goldman Sachs, Kabbage, American Express, McKinsey Ai, and beyond