CX Product Business Partner

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2026 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?About the Role We're building a new function at Flex: the CX Product Business Partner (CXBP). This is not a support role. It's the strategic interface between Customer Success and Product, embedded directly in the product development lifecycle. CXBPs are domain-based owners -- aligned to specific product verticals within the Flex ecosystem -- responsible for ensuring every feature is designed with real customer scenarios in mind, operationally ready at launch, and continuously improved post-launch. This is a high-accountability, highly visible role. You'll have PRD sign-off authority, a seat at the table in product planning, and ownership over the feedback loops that drive continuous improvement -- including the AI and chatbot workflows that increasingly handle customer interactions at scale. What You'll Own PRD sign-off across every initiative in your product domain Launch readiness -- ensuring CS content, AI workflows, training, QA, and BPO enablement are complete before anything ships Post-launch feedback loops -- synthesizing ticket trends, bot conversations, and in-app signals into actionable product recommendations AI workflow ownership -- conversational flow design, escalation logic, and routing rules within your domain Incident coordination -- leading the CS response for Sev 0/1 incidents from first identification through resolution What You'll Do Product Partnership & Launch Ownership Serve as the CS voice embedded with the PMs, designers, and engineers building Flex's consumer-facing products Participate in PRD development for every initiative in your domain -- your sign-off is required before approval Define customer journeys, flag edge cases, and identify support risks before build begins Own the CS workstream end-to-end for launches in your domain: content, AI/chatbot workflows, Ops Dashboard changes, training, QA criteria, and BPO readiness Evaluate readiness to move from pilot to GA based on operational signals: ticket trends, customer confusion, and stability metrics Post-Launch Monitoring, Feedback & Incident Response Monitor ticket volume and themes post-launch; identify gaps in real time and drive rapid iteration Own the structured feedback loop from CS back to Product, synthesizing signals from tickets, bot conversations, Help Ce...