Customer Experience Team Lead

Customer Experience Team Lead ABOUT THE COMPANY Rain makes the next generation of payments possible across the globe. We’re a lean and mighty team of passionate builders and veteran founders. Our infrastructure makes stablecoins usable in the real-world by powering card transactions, cross-border payments, B2B purchases, remittances, and more. We partner with fintechs, neobanks, and institutions to help them launch solutions that are global, inclusive, and efficient. You will have the opportunity to deliver massive impact at a hypergrowth company that is funded by some of the top investors in fintech, crypto, and SaaS, including Sapphire Ventures, Norwest, Galaxy Ventures, Lightspeed, Khosla, and several more. If you’re curious, bold, and excited to help shape a borderless financial future, we’d love to talk. OUR ETHOS We believe in an open and flat structure. You will be able to grow into the role that most aligns with your goals. Our team members at all levels have the freedom to explore ideas and impact the roadmap and vision of our company. ABOUT THE ROLE We’re looking for a Customer Experience (CX) Team Lead to help shape and scale how we deliver support to our users. This person will lead a team of associates handling customer interactions across chat, email, and phone. The ideal candidate is a hands-on leader who balances empathy and efficiency, drives operational excellence, and partners cross-functionally to improve the overall customer experience. - Help redefine how stablecoins are used in everyday financial transactions. - Join a mission-driven team focused on accuracy, transparency, and customer trust. - Hybrid work environment — collaborate in person at our New York office while maintaining flexibility. - Opportunities for advancement into CX leadership, Operations, or cross-functional roles. WHAT YOU'LL DO - Lead and coach a team of CX Associates — setting goals, providing regular feedback, and fostering a culture of accountability, empathy, and growth - Oversee daily operations to ensure SLAs, QA standards, and escalation protocols are consistently met - Monitor key performance metrics (CSAT, QA, first response time, resolution time) and translate insights into actionable improvements - Collaborate with Operations, Compliance, and Product to surface recurring issues, improve workflows, and ensure consistent communication across teams - Act as a point of escalation for sensitive or complex customer cases, ensuring issues are resolved quickly and effectively - Maintain internal documentation and training materials, ensuring all processes are up to date and aligned with compliance and product updates - Support recruiting, onboarding, and training of new CX team members as the team grows - Champion the customer’s voice, using data and feedback to drive product and process enhancements WHAT WE'RE LOOKING FOR - 3-6+ years of experience in customer support, CX, or operations — including at least 1 year in a leadership or team lead capacity - Background in fintech, payments, or financial services preferred - Excellent written and verbal communication skills with the ability to coach and inspire others - Analytical mindset with experience interpreting performance metrics and driving process improvement - Strong problem-solving skills and the ability to stay calm under pressure - Experience with tools like Zendesk, Notion, Google Workspace, QA platforms, and CRM systems - A passion for building systems, empowering teams, and helping customers succeed THINGS THAT ENABLE A FULFILLING, HEALTHY, AND HAPPY EXPERIENCE AT RAIN: - Unlimited time off 🌴 Unlimited vacation can be daunting, so we require Rainmakers to take at least 10 days off. - Flexible working ☕ We support a flexible workplace. If you feel comfortable at home, please work from home. If you’d like to work with others in an office, feel free to come in. We want everyone to be able to work in the environment in which they are their mos ... (truncated, view full listing at source)