Customer Operations Specialist

Role overview

Provide responsive support to customers using a cross-border digital money service, while helping build the processes behind a growing international customer operations team. You’ll handle issues from first contact through resolution, share customer feedback with internal teams, and support coverage aligned to Central Time. The work combines direct customer assistance with operational improvements and team onboarding.

Responsibilities

- Respond to customer questions through chat, email, and support tools, maintaining both response quality and speed. - Work with operations leadership to identify process gaps and support decisions as the team expands across markets. - Create and improve response templates, internal guides, and escalation paths. - Help onboard colleagues in new regions and promote consistent customer support practices. - Track recurring issues, communicate patterns to product and engineering teams, and help prioritize fixes. - Coordinate with compliance, identity verification, and product teams, particularly on onboarding issues; contribute customer insights to internal decisions.

Requirements

- One to three years of experience in customer operations, customer success, or support; experience in fintech, payments, or crypto is useful, but not essential. - Strong written and spoken English for communicating with an internationally distributed team and customers. - Ability to manage a support queue, set priorities, and maintain quality during busy periods. - Comfort working in an early-stage environment where processes and priorities can change. - Interest in digital assets and a willingness to learn the basics of stablecoins and related products. - Collaborative approach when working across functions, time zones, and levels of seniority.

Nice to have

- Experience creating or revising processes at a startup or other fast-moving company. - Familiarity with support platforms such as Intercom, Zendesk, or Freshdesk, or with customer onboarding and identity verification workflows. - Experience helping onboard or support a small team; additional languages may help serve international customers.

Benefits and work setup

- Coverage is primarily Monday to Friday, with a rotating weekend shift about once every six weeks; days worked on a weekend are taken off the following week. Some flexibility may be needed during busy periods. - Compensation includes salary and token-based compensation. Health insurance for employees and their families is covered, with a monthly wellness allowance. - Office facilities, relocation support, and visa sponsorship may be available to people joining from abroad.