Customer Experience Quality Assurance Lead at Rain

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

3–5 years of experience in customer support, quality assurance or related roles; experience in fintech or regulated environments is a plus
Demonstrated ability to create and enforce quality standards and develop QA programs
Strong analytical skills and familiarity with support KPIs; ability to turn data insights into actionable recommendations
Proven ability to work with data sets, build dashboards or reports, and communicate insights in a clear, actionable way. Experience with BI tools (e.g., Looker, Tableau, Power BI) is a plus
Excellent communication and coaching skills; comfortable delivering constructive feedback
Organized and detail-oriented; able to prioritize multiple tasks and manage deadlines
Experience implementing or administering QA tools and CRM systems; familiarity with Zendesk, Intercom or similar platforms
Collaborative mindset and ability to work with remote, cross-functional teams
Located in NYC and able to work regularly from our SoHo office

Responsibilities

Design the QA framework: Develop internal quality standards and scoring rubrics for calls, emails, chats and other support channels; set up calibration sessions to ensure consistency across reviewers
Evaluate support interactions: Perform regular reviews of agent interactions against established standards, documenting observations and assessing adherence to regulatory and tone guidelines
Provide constructive feedback: Deliver actionable coaching to agents, discuss performance trends in one-on-one or group sessions, and partner with team leads on coaching plans
Analyze CX metrics: Track and analyze customer-service KPIs (e.g., CSAT, FRT, QA scores) to identify patterns and opportunities for improvement
Leverage data to drive insights: Collect, analyze, and interpret quality-related data (e.g., QA scores, CSAT trends, contact drivers, error rates). Identify root causes of issues, quantify impact, and present actionable insights to leadership
Develop training and onboarding: Identify knowledge gaps and collaborate with Training and Ops teams to create targeted training and onboarding programs
Report on quality trends: Produce regular reports that summarize quality performance by agent, team and issue type; communicate findings to leadership and recommend improvements
Implement QA tooling: Evaluate and implement technology to streamline the QA process
Champion customer experience: Work cross-functionally with Product, Operations and Compliance to ensure that customer-service standards align with company policies and voice; help embed a culture of quality within the CX organization

Skills

Quality Assurance

Customer Experience

QA Framework

Interaction Review

Agent Coaching

CX Metrics

Calibration Sessions

Regulatory Compliance

Performance Analysis

Support Channels

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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