Customer Experience Team Lead at Rain

New York, New York, United States

Apply Now

Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Fintech, Financial Services, PaymentsIndustries

Requirements

3-6+ years of experience in customer support, CX, or operations — including at least 1 year in a leadership or team lead capacity
Background in fintech, payments, or financial services preferred
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

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

Skills

Key technologies and capabilities for this role

Customer SupportTeam LeadershipPerformance MetricsCSATSLA ManagementEscalation HandlingOperationsComplianceTrainingOnboardingFintechPayments

Questions & Answers

Common questions about this position

What benefits are offered at Rain?

Rain provides top-tier coverage covering 95% of Medical, Dental, and Vision premiums, along with a 401(k) with matching.

Is this a remote or hybrid role?

This is a hybrid work environment where you collaborate in person at the New York office while maintaining flexibility.

What experience and skills are required for the Customer Experience Team Lead role?

Candidates need 3-6+ years in customer support, CX, or operations with at least 1 year in leadership, excellent communication skills, analytical mindset for metrics, strong problem-solving, and experience with tools like Zendesk and CRM systems.

What is the company culture like at Rain?

Rain fosters a mission-driven team focused on accuracy, transparency, and customer trust, with a culture of accountability, empathy, and growth.

What makes a strong candidate for this position?

A strong candidate has a fintech or payments background, hands-on leadership experience, and a passion for building systems, empowering teams, and helping customers succeed.

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.

Land your dream remote job 3x faster with AI

Try Jobo Free