Senior Customer Success Agent, 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
- 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
- Ability to work independently and collaboratively in a fast-paced environment
- Strong communication skills, both written and verbal
- Knowledge of financial services is a plus, but not required
What the job involves
- We are seeking a highly skilled and experienced Senior Customer Success Agent to join our team. In this role, you will handle complex customer inquiries, manage escalations, and mentor support agents
- 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 customer cases and complex inquiries with professionalism and efficiency
- Mentor and provide guidance to front-line customer service agents to ensure high-quality service
- 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
- Collaborate with internal teams and BPO partners to resolve escalations and provide timely solutions
- Escalate technical issues to the appropriate engineering teams and follow up to ensure resolution
- Contribute to improving customer experience by providing feedback and insights to the product and service teams
- Please note: Working hours may vary or extend due to volume during our Bill Pay periods
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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