Customer Experience Specialist at Taekus

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. 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, preferably 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