Senior Customer Success Agent, Flex

$90-100k

+ Company equity

GSuite

Zendesk

JIRA

Slack

Junior and Mid level

New York

More information about location

Flexible rent payment application

Job no longer available

Flexible rent payment application

501-1000 employees

B2BPaymentsRentingFinancial ServicesMobile

Job no longer available

$90-100k

+ Company equity

GSuite

Zendesk

JIRA

Slack

Junior and Mid level

New York

More information about location

501-1000 employees

B2BPaymentsRentingFinancial ServicesMobile

Company mission

Flex's mission is to empower as many renters as possible with flexibility over their most significant recurring expense.

Job

Company

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

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

Top investors

10% employee growth in 12 months

Glassdoor (3.5)

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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