Customer Experience Team Lead

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 by powering credit card transactions, cross-border payments, B2B purchases, remittances, and more. We’re looking for a Customer Experience (CX) Team Lead to help shape and scale how we deliver support to our users. This person will lead a team of associates handling customer interactions across chat, email, and phone. The ideal candidate is a hands-on leader who balances empathy and efficiency, drives operational excellence, and partners cross-functionally to improve the overall customer experience.

Requirements

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.

Nice To Haves

Background in fintech, payments, or financial services preferred.

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.

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.

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