Customer Experience Associate

Rain • New York, NY

40d • Hybrid

About The Position

At Rain, we’re rebuilding the global financial pipes money flows through. Our infrastructure makes stablecoins usable in the real world — powering credit card transactions, cross-border payments, B2B purchases, remittances, and more. We’re looking for a Customer Experience Associate to join our growing CX team. In this role, you’ll be the voice of Rain for our customers — helping them resolve issues, understand our products, and feel confident using our services. You’ll work closely with teammates, the CX Team Lead, and cross-functional partners in Operations, Compliance, and Product to deliver clear, empathetic, and reliable support.

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 knowledge base and process updates, helping improve support documentation and workflows.
• Represent Rain’s values of empathy, clarity, and trust in every interaction.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees