**Manager of Elite Customer Experience – Delivering Exceptional Support and Solutions to Business Owners**

Are you a customer-centric professional with a passion for delivering world-class support and solutions? Do you thrive in a dynamic environment where no two challenges are the same? If so, we invite you to join our team at Flex, a revolutionary finance super app for business owners, as our Manager of Elite Customer Experience. **About Flex** Flex is redefining the financial workflow and services for entrepreneurs, with a focus on the long tail of the market, particularly undigitized industries like construction and logistics. With a growth rate of 35% MoM and a projected cash flow positive by early 2024, we're on a mission to revolutionize the way business owners manage their finances. Our team is comprised of industry experts from top institutions, including MIT, Harvard, Thiel Fellowship, JPMorgan, Goldman Sachs, Kabbage, American Express, and McKinsey Ai. **About the Role** As our Manager of Elite Customer Experience, you'll be the face of our company, ensuring that our clients receive exceptional support and assistance when they need it most. Your primary focus will be on providing white-glove treatment and world-class support, leveraging your intelligence, compassion, and empathy to resolve complex issues. You'll have the opportunity to showcase your expertise, creativity, and problem-solving skills, even in challenging situations. **Key Responsibilities** * Provide prompt and knowledgeable responses to user inquiries via chat, email, and phone, ensuring that our clients receive exceptional support and assistance. * Handle various user account requests, including application processing, card disputes, missing payments, card shipments, and more, with a focus on efficiency and elegance. * Educate customers on how to effectively use our product, translating any confusion into valuable product suggestions and improving overall user experience. * Identify and address systemic flaws that contribute to user problems, collaborating with the engineering team to resolve software bugs and improve our product. * Create helpful help articles and FAQs to assist users, ensuring that our knowledge base is comprehensive and up-to-date. * Develop and implement efficient workflows and procedures to enhance your own productivity and contribute to the growth of our organization. * Cultivate and maintain positive relationships with our clients, ensuring their satisfaction and loyalty. **Essential Qualifications** * At least 8 years of experience in customer support for Fintech, bank, credit card, or concierge companies, with a proven track record of delivering exceptional support and solutions. * Fluency in English, with excellent communication and interpersonal skills. * Demonstrated ability to consistently exercise empathy and understanding, even in challenging situations. * Strong competence and confidence in resolving customer inquiries, with a focus on efficiency and elegance. * Skill in identifying the underlying questions and concerns behind user queries, with a passion for effective communication. * Well-organized with the ability to maintain a clean inbox and prioritize tasks effectively. * Ability to remain calm and composed while multitasking and managing multiple priorities. * Resourcefulness and creativity when operating within constraints, with a willingness to think outside the box. * Exhibit kindness and patience when faced with challenging situations, with a focus on delivering exceptional customer support. **Preferred Qualifications** * Experience working with Fintech companies, with a deep understanding of the financial system and its intricacies. * Familiarity with our internal tools and a willingness to propose improvements to streamline processes. * Computer and technology savvy, with a passion for innovative solutions and a willingness to learn and adapt. * Experience in creating helpful help articles and FAQs, with a focus on improving user experience and knowledge base. **What We Offer** * Founding team from top institutions, including MIT, Harvard, Thiel Fellowship, JPMorgan, Goldman Sachs, Kabbage, American Express, and McKinsey Ai. * Closed Series A with equity and debt funding, providing significant horsepower and runway for growth. * Remote work with semi-annual offsites in exotic locations, offering flexibility and work-life balance. * Excellent compensation and benefits, including 401k, life insurance, PTO, paid medical, dental, vision, and more. * Opportunity to work with Silicon Valley VCs and angels, with a focus on innovation and growth. **Why Join Us?** * We value passion, determination, and honesty, with a focus on delivering exceptional customer support and solutions. * We believe diversity drives our success, with a commitment to creating an inclusive and dynamic work environment. * We're a team of innovators and problem-solvers, with a passion for redefining the financial workflow and services for entrepreneurs. * We offer a dynamic and fast-paced environment, with opportunities for growth and development. **How to Apply** If you're a customer-centric professional with a passion for delivering exceptional support and solutions, we invite you to join our team at Flex. Please submit your application, including your resume and a cover letter, to [[email protected]](mailto:[email protected]). We can't wait to hear from you! Apply for this job