At Flex, we’re on a mission to transform the rent payment landscape, making it straightforward and flexible. Our dedicated team is pivotal in enhancing the financial experiences of renters, and we need a thoughtful Customer Success Escalations Lead to maintain this momentum.

Requirements

A minimum of 5 years in customer service operations with at least 2 years in a leadership role.
Experience specifically in fintech or financial services is essential.
Familiarity with vendor management and BPO operations.
Deep understanding of customer escalation workflows; ability to navigate complex issues with sensitivity.
Strong analytical skills, with experience using tools like Zendesk and Google Suite; exposure to SQL or Looker is advantageous.
A collaborative mindset that drives influence across varying teams.

Benefits

Comprehensive health, dental, and vision insurance beginning on your first day.
Equity in a growing company that values your contributions.
401(k) plan with a company matching program starting in 2026.
Unlimited paid time off alongside 13 paid holidays each year.
Generous parental leave policy.
A complimentary subscription to our Flex service.

You’ll Be a Great Fit If...

you approach challenges with curiosity and a sense of purpose. When issues arise, your instinct is to dig into the data, seeking root causes and crafting solutions that enhance the customer experience. You appreciate the nuances of working with complex cases and can communicate clearly with a wide range of stakeholders—from customers to cross-functional teams. Your leadership style is hands-on; you believe in empowering others while remaining deeply engaged in daily operations. You thrive during peak demands but understand the importance of maintaining a supportive team environment. A calm, analytical approach will serve you well in making thoughtful decisions that align with our mission.

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Customer Success Escalations Lead