What are the responsibilities and job description for the Customer Experience Associate position at Rain?
Overview
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.
What You’ll Do
Our team works hard, so we make sure our benefits do too. Here’s what you can expect as a Rainmaker:
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.
What You’ll Do
- 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.
- 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.
- Help redefine how stablecoins are used in everyday financial transactions.
- Join a mission-driven, collaborative team that values transparency and accuracy.
- Hybrid setup — work both in our New York office and remotely as part of a close-knit CX team.
- Opportunities to grow into QA, training, or leadership roles within CX and Operations.
Our team works hard, so we make sure our benefits do too. Here’s what you can expect as a Rainmaker:
- 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.
