Job Description
Are you a passionate customer advocate who thrives on solving complex problems and delivering world-class service? FinTech Flow Solutions is looking for a Customer Success & Support Specialist to join our high-growth team in Austin, TX. In this role, you will be the vital bridge between our cutting-edge financial platform and our rapidly growing base of premium B2B clients.
We don't just resolve tickets—we build long-lasting relationships and empower businesses to scale seamlessly. If you have a knack for troubleshooting tech, exceptional communication skills, and a desire to build a career in a fast-paced SaaS and FinTech environment, we want to hear from you!
Responsibilities
- Provide exceptional omni-channel support (chat, email, and video calls) to B2B SaaS clients, resolving inquiries with speed and empathy.
- Troubleshoot complex platform issues and collaborate directly with product and engineering teams to implement permanent solutions.
- Onboard new platform users and lead tailored digital walkthroughs to accelerate product adoption and value.
- Proactively analyze customer health metrics to identify potential churn risks and recommend feature optimizations.
- Maintain and enrich our internal knowledge base and external help center resources to empower client self-service.
- Advocate for customer needs by gathering, synthesizing, and presenting recurring feedback to the Product Development team.
Qualifications
- 2+ years of customer-facing experience in a technical support, customer success, or account management role, preferably in SaaS.
- Outstanding written and verbal communication skills with the ability to convey complex technical concepts simply.
- Hands-on proficiency with modern customer support infrastructure (e.g., Zendesk, Intercom, Salesforce, or HubSpot).
- Strong analytical and troubleshooting skills, with a natural curiosity to understand "how things work."
- Proven adaptability in a fast-paced environment with a self-starter mindset and excellent time-management skills.
- Bachelor's degree or equivalent practical experience in business, communications, or computer science.