Overview
At Rain, we’re rebuilding the global financial pipes money flows through. Our infrastructure makes stablecoins usable in the real world by powering credit card transactions, cross-border payments, B2B purchases, remittances, and more.
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.
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 You’ll Bring
- 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.
Why Join Rain
- 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.
Benefits
Our team works hard, so we make sure our benefits do too. Here’s what you can expect as a Rainmaker:
- Top-tier coverage: We cover 95% of Medical, Dental, and Vision premiums.
- 401(k) with matching: Invest in your future, just like we’re investing in ours.
- Ownership that matters: Every team member gets equity because we believe in building together.
- Work your way: Flexible hybrid setup with a prime SoHo office for NYC-based teammates.
- Unlimited PTO: Because time to rest and reset is just as important as time to ship.
- Product-first perks: Monthly budget to test our cards and features like a real user.
- Wellness support: Monthly stipend to spend on fitness, therapy, or whatever keeps you thriving.
- Home office setup: One-time stipend to create a space that works for you.
- Team connection: Frequent company events, team dinners, and offsites to stay connected.
