What are the responsibilities and job description for the Customer Success Associate position at Coinflow?
About Coinflow
Coinflow is a next-generation payments company headquartered in Chicago, pioneering the way money moves globally. We enable merchants and marketplaces to accept payment methods across 170 countries with instant settlement, AI-driven fraud prevention, and blockchain-based proof-of-delivery.
Backed by leading investors—including Pantera Capital, CMT Digital, Coinbase Ventures, Jump Capital, and Reciprocal Ventures—Coinflow recently raised a $25M Series A to accelerate our mission to modernize cross-border payments.
Since our seed round in 2024, we’ve achieved 23x revenue growth and scaled to a multi-billion-dollar annual transaction volume run rate!
Why This Role Matters
Every customer and every payment matters. When something fails or a customer is stuck, our advantage is a precise and quick response that ensures our customers can rely on Coinflow to help them grow.
As Coinflow’s Founding Customer Success Associate, you’ll be the person behind that confidence — the front line of live production issues, shaping how we communicate with merchants, and building the operational foundation that allows us to scale trust globally.
This is both a hands-on and high-impact role. You’ll handle tickets and incidents directly, while also designing the systems, workflows, and team culture that make Coinflow’s support world-class. Over time, you’ll build and lead a lean, tech-enabled support organization that leverages automation, structured data, and proactive customer insight. You’ll create a world-class customer experience for Coinflow’s customers that allows us to maximize every opportunity.
Build & Scale the Support Function
Coinflow is a next-generation payments company headquartered in Chicago, pioneering the way money moves globally. We enable merchants and marketplaces to accept payment methods across 170 countries with instant settlement, AI-driven fraud prevention, and blockchain-based proof-of-delivery.
Backed by leading investors—including Pantera Capital, CMT Digital, Coinbase Ventures, Jump Capital, and Reciprocal Ventures—Coinflow recently raised a $25M Series A to accelerate our mission to modernize cross-border payments.
Since our seed round in 2024, we’ve achieved 23x revenue growth and scaled to a multi-billion-dollar annual transaction volume run rate!
Why This Role Matters
Every customer and every payment matters. When something fails or a customer is stuck, our advantage is a precise and quick response that ensures our customers can rely on Coinflow to help them grow.
As Coinflow’s Founding Customer Success Associate, you’ll be the person behind that confidence — the front line of live production issues, shaping how we communicate with merchants, and building the operational foundation that allows us to scale trust globally.
This is both a hands-on and high-impact role. You’ll handle tickets and incidents directly, while also designing the systems, workflows, and team culture that make Coinflow’s support world-class. Over time, you’ll build and lead a lean, tech-enabled support organization that leverages automation, structured data, and proactive customer insight. You’ll create a world-class customer experience for Coinflow’s customers that allows us to maximize every opportunity.
Build & Scale the Support Function
- Act as Coinflow’s founding support individual contributor — managing day-to-day merchant requests while laying the groundwork for the support discipline.
- Establish best practices for ticket triage, incident response, and escalation management.
- Define SLAs, communication standards, and customer satisfaction metrics (CSAT, resolution time, first response).
- Select and implement tooling for ticketing, alerting, and merchant communication
- Develop internal documentation, playbooks, and reporting dashboards to track and improve support performance.
- Serve as the first line of defense for merchant issues involving payouts, webhooks, settlements, or API integrations.
- Use logs, dashboards, and SQL queries to diagnose issues and provide clear, data-backed responses.
- Collaborate with Engineering and Product to escalate and resolve complex incidents with root-cause analysis.
- Document technical issues and solutions in runbooks to prevent recurrence and improve self-service resources.
- Communicate with merchants across Slack, email, and ticketing systems — ensuring fast, accurate, and empathetic responses.
- Provide clarity in high-pressure situations (e.g., payout delays).
- Keep customers informed throughout the incident lifecycle with well-timed updates and clear resolutions.
- Serve as a trusted, customer-facing point of contact for operational and product issues.
- Partner closely with Solutions Engineering to ensure smooth merchant handoffs and efficient troubleshooting.
- Provide structured feedback to Product and Engineering on recurring issues, usability challenges, and feature gaps.
- Collaborate with Finance and Risk to investigate reconciliation, chargeback or billing related cases.
- Help define the workflows that tie together Support, SE, Product, and Ops for unified customer visibility.
- Build scalable support workflows that grow with our customer base without compromising quality.
- Create clear onboarding, escalation, and coverage documentation for future hires.
- As the team grows, mentor new support specialists and establish a culture of technical excellence and customer empathy.
- Help design the metrics that measure customer satisfaction, operational stability, and resolution quality.
- Coinflow receives less than 1 quarterly review on poor support experience
- 90% of responses are made within SLA.
- Escalations are clear, traceable, and lead to measurable product improvements.
- Support processes, tooling, and documentation scale faster than ticket volume.
- Within 90 days, you’ve built the framework for a lean, efficient support team.
- 4–7 years of experience in customer support, operations, or technical support — ideally within fintech, payments, or SaaS.
- Proven ability to handle technical issue triage — using logs, APIs, or SQL to investigate and resolve complex problems.
- Hands-on experience collaborating cross-functionally with Product, Engineering, and Operations teams.
- Experience building or improving customer support systems, SLAs, or tooling is a major plus.
- Familiarity with payment networks, settlement processes, or reconciliation workflows preferred.
- Technical communicator: You can explain complex issues clearly to both developers and non-technical users.
- System builder: You love process design and know how to turn chaos into a playbook.
- Analytical: You’re comfortable reading logs, querying databases, or using API tools like Postman.
- Customer-obsessed: You advocate for customer needs without losing sight of scalability and internal efficiency.
- Leadership-ready: You thrive as an individual contributor but think in terms of systems, scale, and teams.
- Calm under pressure: You can manage incidents with composure and clarity.
- Founding support role with direct visibility to leadership and product teams.
- Opportunity to build Coinflow’s Support function from zero to one, defining how we scale merchant trust.
- Exposure to the inner workings of modern payments systems — instant settlement, chargeback protection, and multi-rail transactions.
- Fast-paced, data-driven environment where your work directly impacts merchant satisfaction and company growth.
- Collaborative, ambitious team committed to operational excellence and transparency.
Salary : $194
