Client Operations Specialist
About The Position
Dakota is a stablecoin infrastructure platform serving institutional clients through regulated money movement, stablecoin orchestration, and cross-border settlement. The company is a remote-first team across North America and Europe. The Client Operations Specialist joins the Client Operations team as the first line for client questions, tracing payments, resolving exceptions, and ensuring clients receive fast, accurate responses. The role also turns client learnings into runbooks, help center articles, and fixes to prevent recurring problems. It is a hands-on role with ownership and direct collaboration with operations leadership, engineering, and compliance. As the specialist builds knowledge across payment rails, the role offers the opportunity to take on broader scope and more senior responsibilities.
Requirements
- 1–3 years of experience in payment operations or client support at a fintech, BaaS provider, neobank, or payments company.
- Working knowledge of wires, ACH (returns, NOCs, reversals), and SWIFT (MT103s, UETRs, intermediary banks).
- Comfort reading API responses, transaction data, and logs to determine what happened.
- Clear, calm writing, especially when delivering bad news.
- An instinct to fix root causes rather than just close tickets.
- Sound judgment about what to handle independently and when to escalate.
Nice To Haves
- Preference to be based in the Eastern Time (ET) zone.
- Experience with stablecoins or crypto payment rails.
- Direct experience working exceptions with bank partners.
- Familiarity with Pylon, Salesforce, Linear, Datadog, KYB/C verification tools, or similar tools.
- Daily use of AI tools and interest in building small automations.
- Exposure to KYB/KYC onboarding workflows.
Responsibilities
- Own the client support queue by triaging, responding to, and resolving inbound questions from API and business banking clients.
- Investigate and resolve payment exceptions across wires, ACH, SWIFT, and stablecoin rails, including traces, returns, recalls, and delayed payments.
- Work with bank partners on payment investigations.
- Keep clients updated on onboarding and account status.
- Monitor transaction activity and alerts, and flag unusual activity early.
- Write clear bug reports and feature requests for engineering.
- Build and maintain runbooks and help center articles based on real client questions.
- Identify recurring issues each week and work to eliminate them.
Benefits
- Competitive salary and equity.
- Employee-friendly equity terms, including extended exercise.
- Remote work with no commute to the office.
- Paid co-working space/desk at an office.
- Health, dental, and vision insurance.
- Regular team events and off-sites.
- Engaging problems that increase economic freedom globally.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
