Customer Support Agent

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 Support Agent who thrives in a fast-paced, high-pressure, and ever-changing startup environment. The ideal candidate enjoys engaging with customers, delivering solutions with a positive, can-do attitude, and has the ambition to grow with the company while maintaining a focus on exceptional customer experiences.

What you will do

Handle customer concerns effectively through tickets (chat, email, SMS) and phone calls while adhering to SLAs
Conduct level 1 investigations to identify root causes, educate users on causes of issues, and provide solutions or troubleshooting steps
Log customer interactions in tracking tools like Google Sheets and Jira, ensuring accuracy and completeness, and create inter-departmental tickets for unresolved or escalated issues
Participate in daily team syncs to discuss escalations, align on ongoing issues, and share key updates with the team
Prioritize and resolve critical issues promptly while effectively managing routine tasks and escalating complex problems to the appropriate teams when necessary
Deliver a positive customer experience by embodying Fluz’s brand tone and demonstrating care and patience in all interactions

Qualifications

At least one year of experience in customer support, ideally in a call center or startup setting
Strong technical proficiency, including familiarity with CRM tools (e.g., Zendesk, Salesforce, Intercom) and basic troubleshooting of software and network environments
Excellent communication skills, with the ability to simplify technical issues for non-technical audiences
Strong organizational skills and attention to detail, with experience using Google Sheets for accurate data tracking and reporting
Flexible availability, including the ability to work night shifts and weekends as required
Nice-to-have skills: Experience handling difficult or irate customers, familiarity with Jira and other internal ticketing systems.

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.

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The UX writer will own Fluz’s brand voice in our core product messaging. You will play an essential role in the conception and execution of our messaging across our mobile app and adjacent customer touch points — email, push, in-app etc. You will be working alongside our product managers, product designers, graphic designers, and content strategists to help craft the messaging for each channel. You will work towards the goals of driving awareness, engagement and loyalty. You will receive direction from senior leaders to understand our business goals & brand mission.

As a copywriter, you should have the ability to engage consumers through consistent, entertaining, and branded messaging. We are looking for expert level knowledge of the digital communications best practices.

What you will do

Develop and champion Fluz’s brand voice to achieve our overall messaging objectives and business needs
Work closely with product, design, and content strategy to develop brand copy across various customer touch-points including but not limited to, mobile UI, transactional emails, push notifications, in-app messaging, landing pages, chat bots etc.
Ensure all assets are consistent, on-brand (style, tone of voice), and contextually relevant to our audience
Craft compelling stories that simply and strongly explain Fluz’s offerings and value proposition
Continually innovate, identifying new and more enticing ways to tell and share the Fluz story; and evolve the verbal brand.
Build a center of excellence for the creation and production of high quality assets, setting standards copy guide standards, proofreading and other quality control.
Deliver impactful UX copy including but not limited to subject lines, headlines, CTAs, hyper links, keywords, etc.
Conduct copy experiments and research to identify the most compelling insights & trends; continuously optimizing and evolving Fluz’s tone of voice.
Build a center of excellence for the creation and production of high quality assets, setting copy guide standards, proofreading and other quality control.

Technical Requirements

3+ years experience writing copy for digital products and services, demonstrated by a compelling multi-channel portfolio.
Portfolio of work that ranges across UX writing, email copy, and longer form work.
Excellent communication skills with a focus on humor.
A story-teller by nature and motivated by disrupting the norm through creative content.
Marketing experience, maybe even in an agency setting.
Ability to distill complex ideas to compelling messaging across various materials to a variety of audiences.
Experience effectively using segmentation and targeting to optimize messaging for the right channel, target, and business goal (product awareness, cross-sell, retention etc.)
Be ruthless when it comes to editing, grammar, and proofreading techniques.
Understanding of millennial culture and relevant news.
Strong time and project management skills with proven track record of successfully managing multiple projects simultaneously.

Industry

Marketing and Advertising
Fintech
Mobile Applications

EEOC

About Fluz

Key benefits:

1.5% cashback wherever Mastercard is accepted
Earn with friends
Pay and be paid
Make amazing savings
Feel totally secure
Accessed by anyone

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We are looking for a detail-oriented data specialist focused on ensuring data quality, supporting issue resolution, and automating reports and alerts for seamless operations.

What you will do

Input product catalog, transaction processing information, and other operational data into internal systems, ensuring data quality and minimizing errors
Perform routine data audits to identify inaccuracies, duplications, or gaps, ensuring compliance with regulatory and quality standards
Collaborate with the operations team and provide data to identify the root cause of service failures, understand the scope of the issue, and escalate it to the product and engineering team to address it
Create and maintain alerts to monitor real-time data to quickly identify issues like service outages or system bugs, allowing the operations team to respond proactively
Develop and automate reports for key metrics such as transaction volumes, error rates, operational costs, and other KPIs to support daily operations
Support various departments with ad hoc data requests, running analyses that answer specific operational questions or explore business opportunities
Ensure that data entry and issue resolution processes are well-documented, facilitating knowledge sharing and training for the operations team

Qualifications

Bachelor’s degree in a relevant field such as Data Science, Computer Science, or related discipline
\nStrong Excel and SQL skills for data cleaning, manipulation, and analysis of large datasets
Basic to intermediate Python knowledge to support data manipulation and analysis tasks beyond SQL
Attention to detail with high standards for data accuracy and reliability through rigorous quality checks
Problem-solving skills with resilience in finding data solutions under constraints
Strong written and verbal communication to convey complex findings to non-technical team members
Self-motivation to work effectively and independently in a remote environment
Nice-to-have skills: Knowledge of APIs and data engineering basics, experience with machine learning, business acumen and curiosity to explore data’s impact on broader business strategy, understanding of the FinTech landscape and industry regulations, project management skills

Our Tech Stack

Our mobile application is built with React Native and Apollo on the frontend. The app’s backend is built with Node.js, GraphQL, PostgreSQL, and Redis, deployed on GCP through CI and Docker Images. GitLab version control hosted on GCloud. We use gitlab-ci for our CI tool and Apache for load testing. Learn more at stackshare.io/fluz/fluz.

Industry

FinTech
Mobile Applications

EEOC

About Fluz

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