Customer Experience Representative

3 weeks ago

Perth, Western Australia Flex Full time

Flex is building a finance super app for business owners — reimagining every single aspect of the financial workflow and financial services for any entrepreneur. The company has grown revenue 25x+ since publicly launching in September 2023 and is on track to achieve profitability by mid 2025. Flex is focused on mid-market businesses ($3 - $100M revenue) that are largely overlooked by existing fintech solutions and reliant on slow and outdated regional banks. We are targeting a :$1T revenue opportunity that is largely up for grabs.

Flex is a fully remote company and this role can be performed from anywhere.

About the Role

Flex is a fully remote company with a strong preference for candidates in the APAC region. Our Customer Experience team goes beyond traditional support, advocating for our customers to deliver an exceptional experience. The ideal candidate is empathetic, thrives in a fast-paced tech environment, and enjoys cross-team collaboration and knowledge sharing. In this role, you'll represent the Flex brand, building strong relationships that keep customers engaged and excited.

What You'll Do
  • Serve as the trusted expert for our customers, providing clear and confident support via email, chat, and phone.
  • Proactively address challenges, collaborating across teams to troubleshoot issues and deliver innovative solutions.
  • Advocate for an exceptional customer experience, ensuring every interaction is seamless, informative, and positive.
  • Develop deep expertise in our financial products and platforms, guiding customers to make informed financial decisions.
  • Identify trends and potential issues early, sharing valuable insights with product and engineering teams to enhance our product suite.
  • Contribute to process improvements, bringing fresh ideas to drive efficiency and scalability as we grow.
  • Take ownership of cross-functional projects beyond customer support, helping to drive innovation and improvements across various teams and initiatives.
What Makes You a Great Fit
  • Skilled and effective communicator: Serve as a trusted advisor for customers and a first line of defense for Flex, delivering clear and confident support across multiple channels, including email, chat, and phone.
  • An organizational expert: you effortlessly manage multiple inquiries and tasks simultaneously, maintaining a calm and effective demeanor under pressure while adhering to Key Performance Indicators (KPIs), including support resolution times and Customer Satisfaction Scores (CSAT).
  • A customer-focused mindset: you possess a natural ability to quickly identify and understand a customer's needs, adapting your experience approach accordingly.
  • A solution-oriented thinker: you actively seek opportunities to improve the customer experience by utilizing your resources and colleagues to identify practical and effective solutions to customer issues or challenges.
  • A cross-team collaborator: you collaborate with customer success, product, engineering, and leadership teams to foster product and platform improvements.
  • A data-sleuth: you identify trends, investigate challenges, and provide valuable insights and recommendations to leadership.
What We're Looking For
  • Required: Availability to work nights and weekends (US Eastern Standard Time zone).
  • Required: Native-level English fluency, both written and spoken.
  • At least 2 years of experience delivering customer support for fintech companies, banks, or credit card providers.
  • Exceptional communication skills - clear, empathetic, and adaptable across various channels.
  • Naturally patient, kind, and understanding in every interaction.
  • Strong troubleshooting skills with a solution-first mindset and an ability to uncover the root cause of issues.
  • A keen interest in exploring automation opportunities to enhance and streamline support processes.
  • Exhibits resourcefulness and creativity when operating within company or regulatory constraints.
  • Comfort in a fast-paced environment, managing multiple inquiries while staying organized.
  • A tech-savvy colleague with a strong understanding of technology and experience with relevant tools and platforms such as Zendesk, Salesforce, HubSpot, or similar is a plus.
Why Join Flex?
  • Be part of a growing fintech start-up where your contributions make a direct impact.
  • Founding team from YC, DoorDash, MIT, Harvard, Thiel Fellowship, JPMorgan, Goldman Sachs, Kabbage, American Express, McKinsey Ai, and beyond.
  • Closed Series A with equity and debt funding - significant horsepower and runway.
  • A remote-friendly work environment with a collaborative, supportive team.
  • Opportunities to grow, learn, and take on new challenges as we scale.

Join our team and be part of a dynamic environment where you can make a difference by providing exceptional customer support and contributing to the growth of our organization.

—Interested? We'd love to hear from you.

At Flex, we value passion, determination, and honesty. We encourage you to apply even if you don't fully match the job specifics. Unusual career paths and unique skills can help you stand out. We believe diversity drives our success. Email us at jobs@flex.one

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