{"id":1289797,"url":"https://alion.io/job/flex-customer-experience-specialist-2","title":"Customer Experience Specialist","company":{"id":1910712,"name":"Flex","domain":"flex.one","url":"https://alion.io/company/flex-one","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"C","score":61,"open_postings":32,"ghost_share":0.656,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-28T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["PE"],"hiring_countries_total":1,"salary":{"min":18000,"max":25000,"currency":"USD","period":"year","gross":null,"usd_annual":25000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Linear","optional":false},{"name":"Salesforce","optional":false},{"name":"Slack","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-08-06T16:25:10Z","employer_posted_date":"2026-08-06","last_verified_at":"2026-09-29T03:18:45Z","board_verified":true,"closed_at":null,"days_open":53,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":53},"description":"About the Role\nThis isn't traditional customer support. You're a trusted advisor serving our high-net-worth members. We're committed to delivering premium, white-glove service with an uncompromising standard for quality. You'll operate as an autonomous problem-solver, handling complex fintech scenarios with precision and sophistication, including cross-functional troubleshooting, compliance coordination, and fraud detection.\nWhat You’ll Do\nHandle complex customer issues across banking, credit, and payments via email, chat, and phone with precision and clarity: requiring thorough investigation across multiple internal systems before providing answers that meet our quality standards\nGuide VIP and high-revenue accounts through multi-step processes with excellence (document verification, account setup, feature troubleshooting) maintaining the highest standards of care and service quality\nHandle sensitive scenarios with discretion and expertise: frozen accounts, disputed transactions, application denials, and compliance-related communications-executing each with precision and professional judgment\nCoordinate with engineering, underwriting, risk, and compliance teams to resolve multi-stakeholder issues\nFile detailed bug reports and test new features in staging environments\nCreate and update documentation when you encounter process gaps\nQualify high-value sales leads with rigor and route to appropriate account executives, ensuring every introduction meets our quality standards and reflects our commitment to excellence\nWhat Makes You a Great Fit\nClear, professional communication: your written/spoken English is flawless. You can explain complex fintech concepts to a non-technical customer. You write concise Slack messages and detailed Linear tickets.\nHigh ownership: you don't wait for someone to tell you what to do. If you see a broken process, you fix it or document the gap.\nInvestigative mindset: you dig into issues until you understand the root cause. You don't just relay information; you synthesize it.\nTechnical fluency: You learn new software fast. You can navigate Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets without someone holding your hand.\nExceptional judgment: you can read between the lines. You know when a customer is confused vs. trying to game the system. You escalate the right things at the right time.\nEmotional resilience: you stay calm when customers are frustrated, systems are down, or priorities shift mid-shift.\nWhy This Role Is Worth It!\nYou'll learn more in 6 months than most people learn in 3 years. Fintech moves fast, and you'll be at the center of product launches, compliance changes, and operational challenges.\nYou'll work with a world-class team. Smart, driven, low-ego people who get stuff done.\nYou'll have real influence. You're not just a ticket-taker. You'll shape how we support customers, build processes, and scale the team.\nYou'll work remotely with autonomy. No micromanagement. You own your shift.\nWhat We’re Looking For:\nFluent English (written and spoken at a professional level-you'll be the voice of Flex)\n2+ years in fintech or financial services customer support (ideally at a startup or high-growth company where you wore multiple hats)\nAvailability to work nights and weekends (Local and/or US business hours)\nExperience with Zendesk, Salesforce, or similar CRM tools\nStrongly Preferred:\nExperience with banking-as-a-service platforms (Unit, Synapse, Treasury Prime, etc.)\nPrior exposure to fraud detection, KYC/AML processes, or financial compliance\nYou've worked in a role where you created documentation or improved processes\nYou've supported B2B SaaS or fintech products (not consumer support)","description_format":"text","description_chars":3697,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Peru","iso":"PE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Blockchain & Crypto","Financial Services","Cryptocurrencies"],"lifecycle":[{"event":"open","at":"2026-09-26T07:38:02Z"}],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.121,"p_room":0.45,"age_days":52,"expected_fill_days":30,"reasons":["conf:2","stale_co","wave","win:tail"],"computed_at":"2026-09-28T05:45:00Z"},"pay":{"stated_usd_annual":25000,"is_top_pay":false},"html_url":"https://alion.io/job/flex-customer-experience-specialist-2","json_url":"https://alion.io/job/flex-customer-experience-specialist-2.json","meta":{"generated_at":"2026-09-29T04:51:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4677,"day_limit":5000,"remaining_today":323,"minute_limit":60,"resets_at":"2026-09-30T00:00:00Z"}}}