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Rain · 1 month ago

Customer Experience Team Lead

New York, NY

Full-time

Hybrid

Mid, Senior Level

$111K/yr - $142K/yr

3+ years exp

Rain is a company focused on making the next generation of payments possible globally. They are seeking a Customer Experience Team Lead to shape and scale user support, leading a team of associates to enhance customer interactions across various channels.

BlockchainCryptocurrencyDecentralized Finance (DeFi)FinTechWeb3

Responsibilities

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

Qualification

Customer experience leadershipPerformance metrics analysisFintech backgroundZendesk proficiencyProblem-solving skillsTeam coachingEmpathyOperational excellenceCommunication

Required

3-6+ years of experience in customer support, CX, or operations — including at least 1 year in a leadership or team lead capacity

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

Preferred

Background in fintech, payments, or financial services preferred

Benefits

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 most confident and productive selves. New Rainmakers will receive a stipend to create a comfortable home environment.

Easy to access benefits 🧠For US Rainmakers, we offer comprehensive health, dental, and vision plans for you and your dependents, as well as a 100% company subsidized life insurance plan.

Retirement goals💡Plan for the future with confidence. We offer a 401(k) with a 4% company match.

Equity plan 📦 We offer every Rainmaker an equity option plan so we can all benefit from our success.

Rain Cards 🌧️ We want Rainmakers to be knowledgeable about our core products and services. To support this mission, we issue a card for our team to use for testing.

Health and Wellness 📚 High performance begins from within. Rainmakers are welcome to use their card for eligible health and wellness spending like gym memberships/fitness classes, massages, acupuncture - whatever recharges you!

Team summits ✨ Summits play an important role at Rain! Time spent together helps us get to know each other, strengthen our relationships, and build a common destiny. Expect team and company off-sites both domestically and internationally.