[Remote] Customer Experience Analytics & Operations Lead at Rain

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Stablecoins, Financial InfrastructureIndustries

Requirements

7+ years experience in CX analytics, operations, or quality systems
Strong familiarity with ticketing systems (Zendesk preferred)
Ability to build dashboards, analyze large datasets, and communicate insights simply
Experience driving process improvement through Lean, Six Sigma, or similar frameworks
Experience working cross-functionally with Product and Engineering
Comfort working in a fast-paced, ambiguous startup environment

Responsibilities

Build and maintain dashboards for SLAs, QA, DSAT, agent performance, and BPO output
Automate reporting and create a single source of truth for CX performance
Analyze dissatisfaction and Voice-of-Customer trends to identify and eliminate friction points
Standardize ticket categorization, workflows, and root-cause tracking
Partner with Product, Ops, Network, and Compliance to drive cross-functional improvements
Implement automation and routing logic to optimize CX efficiency
Create vendor performance scorecards and hold partners accountable through data

Skills

Key technologies and capabilities for this role

DashboardsSLAsQADSATAgent PerformanceBPOData AnalysisVoice-of-CustomerTicket CategorizationWorkflowsRoot-Cause AnalysisAutomationRouting LogicVendor ScorecardsSQLBI Tools

Questions & Answers

Common questions about this position

Is this position remote?

Yes, the position is fully remote.

What benefits are offered?

Benefits include top-tier coverage with 95% of Medical, Dental, and Vision premiums covered, 401(k) with matching, equity for every team member, flexible hybrid setup with a SoHo office for NYC-based teammates, and unlimited PTO.

What experience and skills are required for this role?

Candidates need 7+ years in CX analytics, operations, or quality systems, strong familiarity with ticketing systems like Zendesk, ability to build dashboards and analyze large datasets, experience with process improvement frameworks like Lean or Six Sigma, cross-functional collaboration with Product and Engineering, and comfort in a fast-paced startup.

What is the company culture like at Rain?

Rain's culture emphasizes moving fast, thinking globally, agility, fixing issues proactively, chasing trends, and having fun, with a diverse international team serving global audiences.

What makes a strong candidate for this role?

A strong candidate has 7+ years in CX analytics or operations, expertise in tools like Zendesk and dashboard building, proven process improvement experience, and thrives in a fast-paced startup with cross-functional partnerships.

Rain

Spend management platform for Web3 organizations

About Rain

Rain provides a spend management platform designed specifically for decentralized organizations in the Web3 ecosystem, such as DAOs and blockchain projects. The platform allows these organizations to manage their finances by integrating digital assets with traditional fiat currency systems, enabling seamless transactions. Rain's technology leverages blockchain infrastructure to facilitate instant and secure payments, allowing users to make real-world purchases more quickly than traditional methods. Unlike conventional fintech solutions that rely on outdated systems, Rain focuses on the unique needs of Web3 teams, offering a direct payment pipeline that connects them with vendors. The company's goal is to empower Web3 organizations to operate efficiently while maintaining the ability to transact with traditional merchants globally.

New York City, New YorkHeadquarters

2021Year Founded

$5.8MTotal Funding

SEEDCompany Stage

Fintech, Crypto & Web3Industries

11-50Employees

Benefits

Unlimited Paid Time Off

Flexible Work Hours

Health Insurance

Life Insurance

Equity Plan

Wellness Program

Team Summits

Risks

Nuvei's similar services in Latin America could impact Rain's market share.

Partnership with Portal and PayPal offers alternative payment methods, posing a threat to Rain.

Expansion into Latin America may expose Rain to regulatory challenges.

Differentiation

Rain offers a secure spend management platform for decentralized organizations like DAOs.

Rain leverages blockchain infrastructure for instant and secure transactions.

Rain integrates digital assets with fiat systems for seamless Web3 team operations.

Upsides

Rain's partnership with Paymentology enhances data-driven decision-making and customer experience.

Collaboration with Portal and PayPal can increase Rain's user base.

$6 million seed funding supports expansion in DAO and Web3 sectors.

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