Customer Experience 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.

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