Client Operations Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the client support queue by triaging, responding to, and resolving inquiries from API and business banking clients.

• Investigate and rectify payment exceptions involving wires, ACH, SWIFT, and stablecoin transactions, including traces, returns, recalls, and delayed payments.

• Collaborate with banking partners on payment inquiries.

• Keep clients informed about onboarding processes and account statuses.

• Monitor transaction activities and alerts, promptly flagging any anomalies.

• Compose clear bug reports and feature requests to facilitate quick action from engineering teams.

• Create and maintain runbooks and help center articles based on frequent client inquiries.

• Identify the most common recurring issues each week and advocate for their resolution.

• Collaborate directly with operations leadership, engineering, and compliance teams.

• Progress into broader and more senior responsibilities as expertise in payment rails develops.

⛳️ Requirements

• 1–3 years of experience in payment operations or client support within a fintech, BaaS provider, neobank, or payments company.

• Proficient understanding of wires, ACH (returns, NOCs, reversals), and SWIFT (MT103s, UETRs, intermediary banks).

• Ability to interpret API responses, transaction data, and logs to determine issues.

• Excellent written communication skills, particularly in delivering unfavorable news with clarity and calmness.

• A proactive approach to addressing root causes rather than merely closing tickets.

• Good judgment on what issues to handle independently and when to escalate matters.

• Preference for candidates located in the Eastern Time (ET) zone.

• Experience with stablecoins or cryptocurrency payment rails.

• Direct involvement in managing exceptions with banking partners.

• Familiarity with tools such as Pylon, Salesforce, Linear, Datadog, KYB/C verification tools, or comparable systems.

• Regular use of AI tools and a penchant for developing small automations.

• Exposure to KYB/KYC onboarding processes.

🏝️ Benefits

• Competitive salary and equity options.

• Employee-friendly equity terms, including extended exercise periods.

• Flexible remote work arrangements, eliminating the need for commuting.

• Paid co-working space or desk at an office.

• Comprehensive health, dental, and vision insurance coverage.

• Regular team events and off-site gatherings.