FinTech CX Specialist

Taekus is a profitable fintech and travel startup building a next-generation premium banking and rewards ecosystem for affluent customers. With $70M+ in annual revenue and $3B+ in annual transaction volume, we’re entering a new stage of growth focused on scaling our core banking systems, rewards infrastructure, and customer experience. We’re seeking a Customer Experience Specialist to serve as the primary customer-facing owner across email and phone support. This is a high-autonomy role responsible for delivering a white-glove, premium support experience while helping us scale our CX systems thoughtfully. You’ll work closely with CX leadership, operating independently in day-to-day customer interactions while escalating complex or high-risk issues appropriately. As we grow, this role will help shape how premium customer experience is delivered at scale. You must have FinTech, banking, or similar background to be considered. Join us as we tackle a $3.2T opportunity to redefine the super-premium financial services and rewards market—driving innovation beyond what’s existed since the inception of rewards credit cards. Your Responsibilities

• Serve as the primary point of contact for customer support via Zendesk email and phone
• Deliver a white-glove experience that balances speed, empathy, and accuracy
• Navigate customer interactions with a strong awareness of risk, compliance, and data sensitivity
• Own customer-facing escalations, resolving independently when appropriate and partnering with CX leadership when needed
• Develop deep subject matter expertise (SME) across products, policies, and systems
• Identify recurring issues, friction points, and edge cases, and recommend improvements to workflows, macros, and documentation
• Partner with CX leadership to ensure customer issues are resolved end-to-end and insights are carried forward

What We're Looking For

• 3+ years of experience in Customer Experience, Support, or Operations, in fintech or similarly regulated, high-touch environments (banking, airlines, travel).
• Experience handling escalations and exercising sound judgment in customer-facing roles
• Proven ability to grow into subject matter expertise - people trust your answers and decision-making
• Strong written and verbal communication skills, with the ability to explain complex topics clearly
• Ability to operate independently with high ownership and minimal day-to-day direction
• Comfortable operating in ambiguity within a scaling startup, with the confidence to ask thoughtful questions, give candid feedback, and surface concerns constructively
• Ability to work Eastern hours and flexibility to support evenings, weekends, or holidays as volume requires

You'd Love This Job If

• You care deeply about delivering premium, high-touch customer experiences
• You enjoy working in a lean team where ownership and impact are real
• You’re comfortable making judgment calls and learning quickly
• You like building structure as systems scale
• You’re excited by fintech, travel rewards, or both

About Taekus Taekus is a 6-year-old luxury financial services company that offers travel rewards credit cards, debit cards, and other banking services for the affluent market. We currently process $3B+ annually in transactions and operate as a highly profitable company. With a lean team of under 20 employees, we’re undergoing tremendous growth as we redefine the premium banking and rewards experience. What we Offer

• Competitive salary and stock option plan
• Medical, dental, and vision insurance
• 401(k) plan with 5% company match
• Flexible vacation policy
• Fully remote work environment

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