Manager of Elite Customer Experience

Flex | Competitive comp not given

Steph's Notes:

No Careers page, just a list of openings.

You will have the opportunity to showcase your intelligence, compassion, and empathy, even in challenging situations.

That pig is looking so pretty in its lipstick!

Ability to remain calm and composed while multitasking and managing multiple priorities.
Resourcefulness and creativity when operating within constraints.
Exhibit kindness and patience when faced with challenging situations.

This is the job description equivalent of that "This is Fine" cartoon.

A passion for effective communication.

This made me laugh because I actually am passionate about effective communication, but come on.

I am frankly shocked that there hasn't been a reference to their "fast-paced, dynamic environment."

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

Nevermind.

The fact that the very vague and only mention of "excellent compensation and benefits (401k, life insur., PTO, paid medical, dental, vision, etc)" comes at the end of a five-bullet point "What We Bring" section is very telling about their culture.

So, this is not a manager role; this is a front-line role. My guess is that it would be the founding member of the Support team, and they could easily turn it into a more senior position if they gave this role more control over the company's support strategy and processes.

The 8 years of experience requirement tells me that they're at least aware that this role needs to be more senior, so if they're wise, they'll hire a long-time CX pro and then let that pro advise them. But, well. I won't hold my breath.

Original Job Description: Manager of Elite Customer Experience

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 early 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businesses ($3 - $100M revenue) that are largely overlooked by existing fintech solutions and reliant on slow and outdated regional banks.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  We are seeking a customer-oriented individual to join our team as a Manager of Elite Customer Experience. In this role, your primary focus will be ensuring that our clients receive exceptional support and assistance when they have questions or encounter any issues with our suite of products. You will have the opportunity to showcase your intelligence, compassion, and empathy, even in challenging situations.

To excel in this position, you will need to have a deep understanding of our product and its intricacies. The financial system can be complex, and your ability to find efficient and elegant solutions to problems will be crucial.

✅ What You’ll Do

• Provide white-glove treatment and world class support/service.
• Provide prompt and knowledgeable responses to user inquiries via chat, email, and phone. 
• Handle various user account requests, including application processing, card disputes, missing payments, card shipments, and more.
• Educate customers on how to effectively use our product, translating any confusion into valuable product suggestions.
• Identify and address systemic flaws that contribute to user problems.
• Collaborate with the engineering team to identify and resolve software bugs.
• Create helpful help articles and FAQs to assist users.
• Independent, excellent time management and organizational skills.
• Familiarize yourself with our internal tools and propose improvements to streamline processes.
• Implement efficient workflows and procedures to enhance your own productivity.
• Assist with customer-centric tasks.
• Cultivate and maintain positive relationships with our clients, ensuring their satisfaction.

⚡️ What You Bring

• At least 8 years doing customer support for Fintech, bank, credit card or concierge company.
• Fluent in English
• Demonstrated ability to consistently exercise empathy and understanding.
• Strong competence and confidence in resolving customer inquiries.
• Skill in identifying the underlying questions and concerns behind user queries.
• Well-organized with the ability to maintain a clean inbox.
• Ability to remain calm and composed while multitasking and managing multiple priorities.
• Resourcefulness and creativity when operating within constraints.
• Exhibit kindness and patience when faced with challenging situations.
• A passion for effective communication. Computer and Technology savvy.
• You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking.
• Join our team and be part of a dynamic environment where you can make a difference in providing exceptional customer support and contribute to the growth of our organization.

🚀 What We Bring

• Founding team from 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
• Remote work w/ semi-annual offsites in exotic locations
• Silicon Valley VCs and angels
• Excellent compensation and benefits (401k, life insur., PTO, paid medical, dental, vision, etc)

Interested?  We'd love to hear from youAt Flex, we value passion, determination, and honesty. Even if you don't fully match the job specifics, we encourage you to apply. Unusual career paths and unique skills can help you stand out. We believe diversity drives our success. Join us at jobs@flex.one