Customer Experience Specialist

📋 Description

• Manage complex customer inquiries across banking, credit, and payment products through email, chat
• Provide personalized, high-touch support to VIP customers and high-revenue business accounts
• Handle sensitive financial situations, including frozen accounts, disputed transactions
• Collaborate with engineering, underwriting, risk, and compliance teams to investigate complex
• Identify, document, and escalate technical bugs and product issues, providing detailed reports and
• Create and maintain internal documentation, standard operating procedures, and troubleshooting

🎯 Requirements

• At least 2 years of experience in customer support within fintech or financial services, ideally in
• Professional fluency in English, both written and spoken, with exceptional communication skills and
• Experience supporting B2B SaaS or fintech products is highly desirable, particularly in
• Familiarity with customer relationship management and support tools such as Zendesk, Salesforce, or
• Strong investigative and analytical skills, including the ability to identify root causes
• A high level of ownership and initiative, with the ability to recognize process gaps, take

🎁 Benefits

• Annual salary range of $60,000–$100,000, as advertised in the original job description. Currency
• Remote working opportunity for candidates based in Canada, with autonomy and responsibility for
• A flexible, ownership-driven working environment that emphasizes trust, accountability, and
• The opportunity to develop valuable expertise in fintech, banking, payments, credit, fraud
• Exposure to product launches, technical investigations, operational challenges, and evolving
• The chance to influence customer support processes, improve internal workflows, and contribute