Senior Customer Success Agent, Flex
$90-100k
+ Company equity
More information about location
Flexible rent payment application
Job no longer available
Flexible rent payment application
501-1000 employees
Job no longer available
$90-100k
+ Company equity
More information about location
501-1000 employees
Company mission
To help people pay for the things that matter most.
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
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
- Medical, Dental & Vision: Your healthcare will be available from Day 1— giving you immediate peace of mind — with best in class coverage and options.
- Parental Leave: Step away with paid time off to focus on family and life’s newest chapter.
- NYC HQ: Collaborate in our lively New York headquarters, with new office space on the way!
- 401(k) Retirement Savings: Plan ahead with our 401(k) program to grow your future. And starting early 2026, employees will be eligible for a company match!
- Flex Giving: Flex Giving empowers employees to support local nonprofits advancing housing stability in the communities we call home.
- Employee Assistance Fund: Confidential financial support to teammates facing unexpected hardships or emergencies.
- Hybrid Work Policy: Work flexibly from home, with in-person collaboration and events that matter.
- Unlimited PTO + Holidays: Take the time you need— whether that’s a vacation, recharge, or simply a long weekend
- Free Flex Subscription: As a Flex employee, you'll have full access to our services without charge.
- GrubHub Credit: Enjoy meal credits while in the office, so you’re fueled for the workday ahead.
Company HQ
Midtown Manhattan, New York, NY
Leadership
Shragie Lichtenstein
(Co-Founder & CEO)Prior to co-founding Flex in 2019, Shragie co-founded Boundless Reality. They graduated from Yeshiva University in 2015 with a Bachelor's Degree in Finance.
YeTong Shao
(Co-Founder)Prior to co-founding Flex in 2019, YeTong co-founded Boundless Reality alongside Shragie. They graduated from the University of Chicago with a Bachelor's Degree in Mathematic & Economics.
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