Senior Customer Care Associate, Flex
$90-100k
+ Company Equity
Flexible rent payment application
Be an early applicant
Flexible rent payment application
501-1000 employees
Be an early applicant
$90-100k
+ Company Equity
501-1000 employees
Company mission
Flex's mission is to empower as many renters as possible with flexibility over their most significant recurring expense.
Role
Who you are
- Minimum of 2-3 years of experience in an escalation support role, preferably in a customer service environment
- Strong knowledge of regulatory complaint handling, legal inquiry processes, risk investigation and resolution
- Experience with app store reviews and working with mobile product teams
- Proficiency with customer ticketing tools, especially Zendesk
- Strong familiarity with office applications such as Google Suite, Slack, and Jira
- Excellent problem-solving skills and the ability to handle difficult customer situations with empathy and professionalism
- Exceptional verbal and written communication skills, with the ability to respond professionally under pressure
- High attention to detail and ability to manage sensitive and confidential information
- Ability to work independently and collaboratively in a fast-paced environment
- Knowledge of financial services is a plus, but not required
What the job involves
- We are looking for a highly skilled and experienced Senior Customer Care Associate to join our growing Customer Success team
- In this role, you will serve as a key escalation point for high-priority and sensitive issues, including regulatory complaints, legal inquiries, and fraud-related matters
- You will collaborate closely with cross-functional teams to ensure timely and compliant resolution of cases while maintaining our commitment to exceptional customer care.You will be expected to become a Subject Matter Expert (SME) on our products and services, with the possibility of focusing your expertise on a specific area within our portfolio
- Handle escalated regulatory complaints (e.g. CFPB, BBB) and partner bank complaints with professionalism and efficiency
- Process legal requests and inquiries from law enforcement, attorneys, and government agencies, ensuring responses meet legal and regulatory standards
- Investigate and resolve complex fraud cases, working in collaboration with Risk and Compliance to mitigate customer impact and improve internal controls
- Monitor, respond to, and escalate app store reviews to appropriate internal stakeholders, identifying trends for cross-functional teams
- Partner with Customer Success, marketing, Engineering, Risk, Compliance, Legal, and the Consumer Protection Team to provide insights and support initiatives related to customer experience and risk mitigation
- Mentor and provide guidance to front-line customer service agents to ensure high-quality service
- Maintain thorough and accurate records of all interactions and investigations, ensuring documentation is audit-ready and meets internal and external compliance standards
- Identify process gaps and propose solutions to enhance customer support workflows, improve customer satisfaction, and reduce repeat escalations
- Drive process improvements by identifying inefficiencies and providing actionable feedback to improve workflows, tools, and systems
- Develop and maintain in-depth knowledge of our products and services, becoming an SME in specific areas, as needed
- Contribute to improving customer experience by providing feedback and insights to the product and service teams
Our take
Many people struggle to pay their rent every month, with a variety of bills hitting their bank accounts simultaneously. Whilst many of these people earn enough money to cover their bills, the inflexible nature of monthly bills can make the all-in-one payment a harder obstacle.
Flex provides a mobile application for the flexible payment of rent, allowing users to pay their landlords through flexible payment plans, reschedule payments when necessary, and protect their funds through Overdraft Protection. The company achieves this by partnering with estate agents and paying their resident's bills upfront, taking on the challenges that landlords would normally have due to late payments.
Flex has experienced extremely rapid growth since its founding which has caused some issues, as it struggled to keep up with the surge in new customers. Having made improvements to its product and scaled its customer service team, it is set to continue providing a service that has come to be highly valued by both tenants and landlords.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2022
$160m
SERIES C
Apr 2021
$46.6m
SERIES B
Total funding: $225.1m
Company benefits
- 100% company-paid medical, dental, and vision
- 401(k) + company stock options
- Unlimited paid time off + company paid holidays
- Parental leave + IVF and adoption support
- Flex Cares Program: Non-profit company match + pet adoption coverage
- Pet Insurance
- Free Flex subscription
Company HQ
Midtown Manhattan, New York, NY
Leadership
Shragie Lichtenstein
(CEO)Experience working in venture capital investments for Point72 and TVC. Also co-founded Boundless Reality.
YeTong Shao
(CPO)Experience as Data Science Researcher. Also co-founded Boundless Reality.
Salary benchmarks
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