Senior Customer Support Specialist

Senior Customer Support Specialist

Lynx is building the payments infrastructure layer for the next generation of fintech, healthcare finance, and embedded commerce. We enable companies to move money, issue cards, and launch financial products—without the legacy constraints. Our customers are platforms, payers, and operators moving significant volume—and they expect a true infrastructure partner. Lynx is a fast-growing Series A company backed by more than $50M in funding from leading investors including Flare Capital Partners, CVS Health, .406 Ventures, and McKesson Ventures. We operate with a roll-up-your-sleeves mentality, moving quickly, staying highly collaborative, and focusing on impact. Every team member plays a critical role in shaping our growth, product, and market presence. As we continue to grow, we are looking for talented teammates across multiple functions. Interested in joining us? We'd love to meet you.

Lynx is an API-connected healthcare payments, banking, and e-commerce platform that enables companies to embed customizable health-fintech solutions into their customer experience to improve affordability, drive health engagement, and enhance financial security.

Lynx was founded by experienced leaders from both healthcare and finance industries and is backed by prominent VC investors such as Obvious Ventures,.406 Ventures, and Frist Cressey. At Lynx, we understand the profound impact that socioeconomic, racial, and gender inequalities have on health outcomes and we are committed to building a diverse team to make Lynx products accessible and valuable for those that need it most. To help us achieve our lofty goals, we're on a mission to find the best and brightest people to join our team.

We are looking for a motivated and experienced Senior Customer Support Specialist to join our team. The Senior Customer Support Specialist will be supporting Lynx Customers and Lynx Operations Leaders with multiple products, services, and functions. Responsibilities will include direct customer contact in support of resolving customer inquiries or issues that the call center agent was unable to resolve during the initial contact, managing and resolving incoming tickets from clients and vendors, coordinating with contact center vendors to resolve customer inquiries and issues and supporting Lynx leadership with various operations functions.

The ideal candidate will have an understanding of customer service best practices, possess excellent communication and organizational skills and have a passion for providing excellent customer service. The Senior Customer Support Specialist will be responsible for managing customer inquiries and resolving issues in a timely manner. Additionally, the Specialist will be performing other key operational functions.

This position would be a full-time, Individual Contributor position that works from home. This person would work Monday through Friday and be required to have flexibility to work 8-hour shifts between our normal business hours of 8am to 8pm ET

Job Responsibilities

• Answer, research and resolve incoming calls from customers or their representatives
• Monitor, research and respond to incoming tickets from clients or vendors
• Research, troubleshoot and resolve complex issues and complaints, taking steps to ensure full resolution.
• Research and resolution of payment acceptance issues, including troubleshooting issues with merchant acceptance
• Process adjustments
• Process manual claims
• Perform reconciliation of bank account and financial transactions
• Manage maintenance of approved product and operations master lists/tables/repositories
• Perform operational compliance activities such as monitoring and submission of reports
• Support maintenance of standard operating procedures and training materials
• Provide responses on client Request for Proposal activities
• Assist with new projects or initiatives as assigned
• Assist with other duties as assigned

Required Qualifications

• High School Diploma / GED
• 3+ years of customer service experience or 3+ years in financial services analyzing and solving customer problems with a minimum of 1 year phone servicing experience.
• Familiarity with computer and Windows PC applications which includes the ability to learn new computer system applications
• Ability to work any 8-hour shift between the hours of 8am to 8pm ET, Monday through Friday.
• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Ability to manage changing priorities and directives
• Excellent communication, organizational, and problem-solving skills
• Able to work in a fast-paced environment
• Proficiency in Microsoft Office Suite

Preferred Qualifications

• Prior Financial Services experience
• Prior Call Center experience in a lead or senior servicing role
• Prior Health Benefits Account experience
• Prior Payment Card experience
• Bilingual fluency in English and Spanish
• College degree or equivalent years of experience

Why You'll Love Working at Lynx

• Competitive salary packages, equity, and performance bonuses
• A driven, optimistic, customer-focused, accountable, and collaborative culture
• Comprehensive medical, dental, and vision insurance
• Unlimited vacation
• Paid parental leave for eligible employees
• 401(k) plan

Salary: $60,000 - $80,000 per year