Senior Customer Success Agent

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2025 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

About the role

We are seeking a highly skilled and experienced Senior Customer Success Agent to join our team. In this role, you will handle complex customer inquiries, manage escalations, and mentor support agents. You will be expected to become a Subject Matter Expert (SME) on our products and services, with the possibility of focusing your expertise on a specific area within our portfolio.

What you’ll do

• Handle escalated customer cases and complex inquiries with professionalism and efficiency.
• Mentor and provide guidance to front-line customer service agents to ensure high-quality service.
• Drive process improvements by identifying inefficiencies and providing actionable feedback to improve workflows, tools, and systems.
• Develop and maintain in-depth knowledge of our products and services, becoming an SME in specific areas as needed.
• Collaborate with internal teams and BPO partners to resolve escalations and provide timely solutions.
• Escalate technical issues to the appropriate engineering teams and follow up to ensure resolution.
• Contribute to improving customer experience by providing feedback and insights to the product and service teams.

Key qualifications

• Minimum of 2-3 years of experience in an escalation support role, preferably in a customer service environment.
• Proficiency with customer ticketing tools, especially Zendesk.
• Strong familiarity with office applications such as Google Suite, Slack, and Jira.
• Excellent problem-solving skills and the ability to handle difficult customer situations with empathy and professionalism.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong communication skills, both written and verbal.
• Knowledge of financial services is a plus, but not required.

Please note: Working hours may vary or extend due to volume during our Bill Pay periods

The compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks.

This will be a hybrid role, 3 days in our NYC office, the base salary pay range will be $90,000-$100,000

Life at Flex:

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

We offer many employee benefits. For full time, U.S. based employees we offer:

• Competitive pay
• 100% company-paid medical, dental, and vision
• 401(k) + company equity
• Unlimited paid time off with a PTO minimum + 13 company paid holidays
• Parental leave 
• Flex Cares Program: Non-profit company match + pet adoption coverage
• Free Flex subscription

 For full time non-US employees, we offer

• Competitive Pay
• Company Equity
• Unlimited PTO