CX Product Business Partner

Responsibilities

• Provide PRD sign-off across every initiative in your product domain
• Ensure launch readiness including CS content, AI workflows, training, and BPO enablement
• Synthesize ticket trends, bot conversations, and in-app signals into actionable product recommendations
• Own conversational flow design, escalation logic, and routing rules for AI workflows
• Lead the CS response for Sev 0/1 incidents from identification through resolution
• Serve as the CS voice embedded with PMs, designers, and engineers
• Build decision frameworks to empower BPO Team Leads

Requirements

• 5+ years in customer experience, product operations, or CX strategy
• Experience in fintech, SaaS, or high-growth consumer companies
• Proven experience working directly with product and engineering teams
• Data fluency with ability to present support data to build cases
• Proficiency in the product development lifecycle (PRDs, sprints, launch readiness)
• Strong cross-functional project management skills
• Demonstrated AI fluency and experience with conversational AI or chatbot workflows is a plus
• Fintech or financial services experience strongly preferred

Benefits

• Competitive medical, dental, and vision
• Company equity
• 401(k) plan with company match
• Unlimited paid time off + 13 company paid holidays
• Parental leave
• Free Flex subscription

About the Company

Flex is a growth-stage FinTech company creating a better rent payment experience. We enable users to pay rent throughout the month on a schedule that fits their finances and budget.