Rain · 1 month ago
Customer Experience Team Lead
New York, NY
Full-time
Hybrid
Mid, Senior Level
3+ years expRain is a company focused on rebuilding the global financial infrastructure by making stablecoins usable in real-world transactions. They are seeking a Customer Experience (CX) Team Lead to lead a team of associates, ensuring operational excellence and improving 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
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
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.
Company
Rain
Rain is a fintech company that builds stablecoin-powered payment infrastructure that allows businesses and individuals to use digital money.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$332.5MKey Investors
ICONIQ CapitalSapphire VenturesNorwest
2026-01-09Series C· $250M
2025-08-28Series B· $58M
2025-03-24Series A· $24.5M
Leadership Team
Farooq Malik
Co-Founder and CEO
Charles Yoo-Naut
Co-Founder and CTO
Recent News
2026-01-12
Fintech Schweiz Digital Finance News - FintechNewsCH
2026-01-12
2026-01-11
Company data provided by crunchbase