Serve as the primary point of contact for customer support via Zendesk email and phone
Deliver a white-glove experience that balances speed, empathy, and accuracy
Navigate customer interactions with a strong awareness of risk, compliance, and data sensitivity
Own customer-facing escalations, resolving independently when appropriate and partnering with CX leadership when needed
Develop deep subject matter expertise (SME) across products, policies, and systems
Identify recurring issues, friction points, and edge cases, and recommend improvements to workflows, macros, and documentation
Partner with CX leadership to ensure customer issues are resolved end-to-end and insights are carried forward

3+ years of experience in Customer Experience, Support, or Operations, preferably in fintech or similarly regulated, high-touch environments (banking, airlines, travel).
Experience handling escalations and exercising sound judgment in customer-facing roles
Proven ability to grow into subject matter expertise
people trust your answers and decision-making
Strong written and verbal communication skills, with the ability to explain complex topics clearly
Ability to operate independently with high ownership and minimal day-to-day direction
Comfortable operating in ambiguity within a scaling startup, with the confidence to ask thoughtful questions, give candid feedback, and surface concerns constructively
Ability to work Eastern hours and flexibility to support evenings, weekends, or holidays as volume requires

Customer Experience Specialist

Key skills