We made a money+ app that gives everyone high-end rewards on every payment. Fluz aims to disrupt the payment experience by making it more social. Positioned at the intersection of social media, payments, and rewards, we are a fast-moving FinTech company experiencing significant growth. We sponsor H1B work visas.

We are looking for a proactive and empathetic Customer Experience Team Lead who thrives in a fast-paced, ever-changing startup environment. The ideal candidate inspires and coaches a team to deliver solutions with a positive, can-do attitude, improves the processes behind great service, and has the ambition to grow with the company while keeping exceptional customer experiences at the heart of everything we do.

What you will do

• Lead and support a team of Customer Experience Agents across chat, email, SMS, and phone channels
• Drive team performance against SLAs, quality standards, productivity goals, and customer satisfaction metrics
• Act as the escalation point for complex customer issues, ensuring fast resolution and clear cross-functional communication
• Coach and develop agents through regular feedback, quality reviews, and ongoing support
• Identify trends, recurring issues, and operational gaps, then partner with internal teams to improve processes and customer experience
• Ensure customer interactions are accurate, empathetic, well-documented, and aligned with company standards
• Help build a strong customer-first culture grounded in accountability, collaboration, and continuous improvement
• Support onboarding, training, and knowledge sharing to help the team scale effectively
• Assist with queue management, prioritization, and day-to-day support operations as needed

Qualifications

• 2+ years of experience in customer support or customer experience, with prior leadership or coaching experience
• Strong problem-solving skills and ability to handle complex customer issues independently
• Excellent written and verbal communication skills with a customer-first mindset
• Experience managing escalations and working cross-functionally to drive resolutions
• Ability to coach, support, and develop team members in a fast-paced environment
• Highly organized with strong attention to detail and ability to manage multiple priorities
• Comfortable working with SLAs, support metrics, QA standards, and queue management
• Proactive, adaptable, and solutions-oriented with strong ownership and follow-through
• Experience identifying process improvements and contributing to operational efficiency
• Professional and discreet when handling sensitive information, with a reliable remote work setup

Nice-to-have skills

• Experience leading support teams in FinTech, payments, SaaS, or mobile app environments
• Hands-on experience with Intercom or similar customer support platforms
• Experience managing high-volume support operations in fast-paced environments
• Strong track record of improving CSAT, team performance, or operational efficiency
• Experience identifying customer pain points and driving process improvements
• Ability to analyze support trends, escalations, and performance metrics
• Experience creating or improving SOPs, macros, QA processes, or training materials
• Startup mindset with strong adaptability, initiative, and cross-functional collaboration skills

Industry

• FinTech
• Mobile Applications

EEOC

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

About Fluz

Fluz is a collaborative earning app that maximizes your money. Get cashback on everyday spends, earn even more by growing your circle, and make and receive payments with friends. Easy to join and free from hidden fees forever, Fluz gives you so many ways to make what you have go even further.