Taking applicationsVoice Support·Posted 15h ago
Customer Experience Specialist (Remote / Canada)
Remote / Canada
Pay
Not listed
Job type
Contract · Remote
Hours
US hours
Location
Remote / Canada
EnglishMid level
About the role
A contract customer experience role at a fintech company, serving high-net-worth business owners with white-glove support across banking, credit, and payments. It involves complex investigations, VIP account guidance, compliance coordination, and night/weekend availability.
What you'll do
- Handle complex customer issues via email, chat, and phone
- Guide VIP and high-revenue accounts through multi-step processes
- Handle sensitive scenarios such as frozen accounts, disputes, denials, and compliance communications
- Coordinate with engineering, underwriting, risk, and compliance teams
- File detailed bug reports and test new features
- Create and update documentation for process gaps
- Qualify high-value sales leads and route to account executives
What you'll need
- Fluent English written and spoken
- 2+ years in fintech or financial services customer support
- Availability to work nights and weekends, local and/or US business hours
- Experience with Zendesk, Salesforce, or similar CRM tools
- Clear professional communication
- High ownership
- Investigative mindset
- Technical fluency with tools such as Zendesk, Salesforce, Linear, Slack, Notion, and Google Sheets
Skills
Complex fintech troubleshootingVIP account guidanceFraud detectionCompliance coordinationZendesk/Salesforce/Linear/Slack/NotionDocumentationBug reportingSales lead qualification
Benefits
Meaningful equityRemote work with autonomyFounder-level exposureCareer growthNo micromanagementElite peers
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