Manager of Elite Customer Experience, Flex

• 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

• We are seeking a customer-oriented individual to join our team as a Manager of Elite Customer Experience
• In this role, 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

• Paid medical, dental & vision
• 401k & life insurance
• PTO
• Remote work w/ semi-annual offsites in exotic locations
• Experienced founding team
• Well-funded company with significant horsepower and runway

Total funding: $63.2m

Flex, formerly known as Flexbase, supplies credit and finance management tools for small and midsize business (SMBs). At the core of its offering is a credit card, with a complimentary platform that collects all finance operations into one easy-to-manage app.