Customer Experience Associate

Rain•New York, NY

26d•Hybrid

About The Position

Rain is seeking an experienced analytical and high-integrity compliance professional with an understanding of KYC/KYB and AML frameworks, both domestically and internationally. The right candidate will possess a detailed understanding of the regulatory landscape for financial products, as well as knowledge and experience in compliance investigations and due diligence. We are looking for high performers who can help propagate our culture of compliance. The role will allow the successful candidate to develop their expertise within compliance, as well as opportunities to explore other elements of working within a fast-growing company. 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. Opportunities for advancement into CX leadership, Operations, or cross-functional roles.

Requirements

3-5 years of experience in customer support, customer success, or CX — ideally within fintech, payments, or financial services
Excellent written and verbal communication skills
A calm, professional approach when dealing with sensitive or high-pressure situations
Attention to detail and comfort navigating multiple systems and tools (Zendesk, Notion, Google Workspace, etc.)
A proactive mindset — you look for ways to improve both customer experience and team efficiency
Genuine curiosity about fintech, financial inclusion, and improving global money movement

Responsibilities

Assist customers via email, chat, and phone, delivering accurate, friendly, and timely support
Troubleshoot account, card, and transaction-related issues, using Rain’s internal systems and resources
Identify and escalate complex cases to the CX Team Lead or other internal teams for faster resolution
Document customer interactions clearly and consistently in our support platform (Zendesk)
Collaborate cross-functionally with Operations, Product, and Compliance to flag recurring issues and propose solutions
Contribute to the knowledge base and process updates, helping improve support documentation and workflows
Represent Rain’s values of empathy, clarity, and trust in every interaction

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.

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