Customer Experience Specialist

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Experience Specialist based in Canada. In this role, you will deliver premium, personalized customer support to business owners navigating complex banking, credit, and payment solutions. You will act as a trusted advisor, resolving sensitive financial issues with professionalism, discretion, and attention to detail. Going beyond traditional customer service, you will investigate technical challenges, coordinate with cross-functional teams, and identify root causes to deliver effective solutions. You will support high-value customers through critical account processes while helping maintain security, compliance, and service quality. Your insights will also contribute to product improvements, better internal documentation, and more scalable customer experience processes. This is an opportunity to take meaningful ownership, develop your fintech expertise, and make a direct impact in a fast-moving, remote-first environment.

Manage complex customer inquiries across banking, credit, and payment products through email, chat, and phone, conducting thorough investigations across multiple internal systems before delivering accurate and actionable responses. Provide personalized, high-touch support to VIP customers and high-revenue business accounts, guiding them through document verification, account setup, feature troubleshooting, and other multi-step processes. Handle sensitive financial situations, including frozen accounts, disputed transactions, application denials, and compliance-related communications, using sound judgment, discretion, and professionalism. Collaborate with engineering, underwriting, risk, and compliance teams to investigate complex issues, coordinate resolutions, and ensure customers receive timely and reliable support. Identify, document, and escalate technical bugs and product issues, providing detailed reports and supporting feature testing in staging environments. Create and maintain internal documentation, standard operating procedures, and troubleshooting guides to address process gaps and improve operational consistency. Identify and qualify high-value sales leads, ensuring they meet established quality criteria before routing them to the appropriate account executives. Recognize recurring customer pain points and operational inefficiencies, proactively recommending process improvements that enhance service quality and customer satisfaction. Exercise ownership over assigned shifts and customer cases, prioritizing urgent issues, managing competing demands, and following through until resolution. Support the continuous improvement of customer experience operations by sharing feedback, collaborating across teams, and contributing to scalable support practices. Requirements: At least 2 years of experience in customer support within fintech or financial services, ideally in a startup or high-growth environment where adaptability, initiative, and cross-functional collaboration are essential. Professional fluency in English, both written and spoken, with exceptional communication skills and the ability to explain complex financial or technical concepts clearly to non-technical customers. Experience supporting B2B SaaS or fintech products is highly desirable, particularly in environments serving business customers rather than solely individual consumers. Familiarity with customer relationship management and support tools such as Zendesk, Salesforce, or comparable platforms, with the ability to learn new software quickly and work independently across multiple systems. Strong investigative and analytical skills, including the ability to identify root causes, synthesize information from different sources, and develop practical solutions rather than simply forwarding customer issues. A high level of ownership and initiative, with the ability to recognize process gaps, take corrective action, document improvements, and follow through without constant supervision. Excellent judgment and discretion when handling sensitive financial information, customer disputes, fraud concerns, account restrictions, and compliance-related situations. Emotional resilience and the ability to remain calm, empathetic, and solution-oriented when dealing with frustrated customers, technical disruptions, or changing priorities. Strong organizational and multitasking skills, with the ability to manage complex cases, maintain accurate documentation, and meet high standards of quality in a fast-paced environment. Availability to work nights and weekends, aligned with local and/or US business hours, as required by operational needs. Experience with banking-as-a-service platforms such as Unit, Synapse, or Treasury Prime is strongly preferred. Familiarity with fraud detection, Know Your Customer (KYC) procedures, Anti-Money Laundering (AML) requirements, or financial compliance processes is an advantage. Previous experience creating internal documentation, improving workflows, or contributing to operational process design is desirable. Technical familiarity with tools such as Slack, Linear, Notion, and Google Sheets is beneficial. Benefits: Annual salary range of $60,000–$100,000, as advertised in the original job description. Currency and compensation structure should be confirmed during the recruitment process. Remote working opportunity for candidates based in Canada, with autonomy and responsibility for managing assigned shifts. A flexible, ownership-driven working environment that emphasizes trust, accountability, and independent problem-solving. The opportunity to develop valuable expertise in fintech, banking, payments, credit, fraud prevention, and financial compliance. Exposure to product launches, technical investigations, operational challenges, and evolving regulatory requirements. The chance to influence customer support processes, improve internal workflows, and contribute directly to the development of scalable customer experience operations. Collaboration with experienced professionals in engineering, risk, compliance, underwriting, and customer success. Opportunities for professional growth in a fast-paced environment where learning and continuous improvement are encouraged. Direct exposure to senior leadership and strategic business initiatives. Potential equity participation as part of the overall employee offering, subject to the applicable compensation and eligibility terms. Healthcare coverage, paid time off, and other benefits: Specific details were not provided in the original job description and should be confirmed during the recruitment process.