Customer Experience Associate

About the Company

Rain makes the next generation of payments possible across the globe. We’re a lean and mighty team of passionate builders and veteran founders. Our infrastructure makes stablecoins usable in the real-world by powering card transactions, cross-border payments, B2B purchases, remittances, and more. We partner with fintechs, neobanks, and institutions to help them launch solutions that are global, inclusive, and efficient. You will have the opportunity to deliver massive impact at a hypergrowth company that is funded by some of the top investors in fintech, crypto, and SaaS, including Sapphire Ventures, Norwest, Galaxy Ventures, Lightspeed, Khosla, and several more. If you’re curious, bold, and excited to help shape a borderless financial future, we’d love to talk.

Our Ethos

We believe in an open and flat structure. You will be able to grow into the role that most aligns with your goals. Our team members at all levels have the freedom to explore ideas and impact the roadmap and vision of our company.

About the Role

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.

• Help redefine how stablecoins are used in everyday financial transactions.

• Join a mission-driven team focused on accuracy, transparency, and customer trust.

• Hybrid work environment — collaborate in person at our New York office while maintaining flexibility.

• Opportunities for advancement into CX leadership, Operations, or cross-functional roles.

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 the knowledge base and process updates, helping improve support documentation and workflows.

• Represent Rain’s values of empathy, clarity, and trust in every interaction.

What we're looking for

• 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.

Things that enable a fulfilling, healthy, and happy experience at Rain:

• Unlimited time off 🌴 Unlimited vacation can be daunting, so we require Rainmakers to take at least 10 days off.

• Flexible working ☕ We support a flexible workplace. If you feel comfortable at home, please work from home. If you’d like to work with others in an office, feel free to come in. We want everyone to be able to work in the environment in which they are their most confident and productive selves. New Rainmakers will receive a stipend to create a comfortable home environment.

• Easy to access benefits 🧠For US Rainmakers, we offer comprehensive health, dental, and vision plans for you and your dependents, as well as a 100% company subsidized life insurance plan.

• Retirement goals💡Plan for the future with confidence. We offer a 401(k) with a 4% company match.

• Equity plan 📦 We offer every Rainmaker an equity option plan so we can all benefit from our success.

• Rain Cards 🌧️ We want Rainmakers to be knowledgeable about our core products and services. To support this mission, we issue a card for our team to use for testing.

• Health and Wellness 📚 High performance begins from within. Rainmakers are welcome to use their card for eligible health and wellness spending like gym memberships/fitness classes, massages, acupuncture - whatever recharges you!

• Team summits ✨ Summits play an important role at Rain! Time spent together helps us get to know each other, strengthen our relationships, and build a common destiny. Expect team and company off-sites both domestically and internationally.