Customer Experience Specialist

Job Title: Customer Experience Specialist

Company: Korrency

Location: Remote

Employment Type: Full-time

Department: Customer Experience (CX)

About Korrency

Korrency is a fast-growing fintech company simplifying cross-border payments and currency exchange. Our mission is to make global money movement fast, transparent, and reliable, while delivering a customer experience users can trust.

We’re building a customer-obsessed team and are looking for a Customer Experience Specialist who is passionate about helping users, solving problems, and delivering high-quality support across multiple channels.

Role Overview

As a Customer Experience Specialist, you will be the first point of contact for Korrency users. You’ll handle inquiries across chat, email, and phone, support users through onboarding, transactions, and KYC processes, and work closely with internal teams to resolve issues efficiently.

You’ll play a key role in shaping how customers experience Korrency every day.

Key Responsibilities

• Respond to customer inquiries via chat, email, and phone in a timely and professional manner
• Assist users with account setup, login issues, transactions, wallet access, and KYC verification
• Accurately log, update, and manage tickets in Freshdesk
• Identify, troubleshoot, and escalate technical or compliance-related issues when required
• Educate customers on Korrency features, processes, and best practices
• Maintain a calm, empathetic, and solution-focused approach in all interactions
• Meet or exceed CX performance metrics (CSAT, FCR, response time, quality scores)
• Collaborate with Product, Tech, and Compliance teams to improve customer journeys
• Contribute to CX documentation, FAQs, and process improvements

What We’re Looking For

• 1–3 years of experience in Customer Support or Customer Experience (fintech is a plus)
• Excellent written and verbal communication skills
• Strong problem-solving and attention to detail
• Ability to handle sensitive customer information with discretion
• Comfortable working with CRM/helpdesk tools (Freshdesk experience is a plus)
• Ability to multitask and work in a fast-paced environment
• Willingness to work shift schedules, including weekends or holidays if required

Nice to Have

• Experience supporting fintech, remittances, or digital wallet products
• Understanding of KYC, AML, or compliance-driven support processes
• Experience working in a 24/7 support environment
• Familiarity with CX metrics ( CSAT, NPS, and QA standards)

Why Join Korrency

• Competitive pay
• Remote or flexible work culture
• Opportunity to grow with a scaling fintech company
• Exposure to global payments and financial technology
• Supportive, collaborative team culture