Customer Operations Specialist

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

📋 Description

• Take ownership of customer-facing communications throughout the entire customer lifecycle, from onboarding to continuous payment operations.

• Oversee the collection of KYB and KYC documents, manage application tracking, and proactively follow up on stalled or incomplete applications.

• Deliver approval notifications and offer post-approval support regarding account setup, testing, and settlement expectations.

• Handle first-line resolutions for payment inquiries, including transaction status, failed payouts, delayed settlements, deposit matching, account configuration, and wallet setup.

• Provide precise settlement time estimates and rail-specific guidance.

• Act as the primary backup for liquidity operations, independently processing manual cross-border transactions.

• Ensure ticket hygiene across all customer channels, including tagging, categorization, status updates, SLA tracking, and closure workflows.

• Engage in daily queue monitoring, proactively identifying and claiming tickets without waiting for tagging, and flagging tickets nearing SLA thresholds.

• Assist in maintaining the customer support knowledge base and onboarding FAQ, documenting new edge cases and resolution patterns on a weekly basis.

• Monitor and report on operational metrics, such as open tickets, response times, SLA compliance, ticket volume by channel, and personal escalation rates.

• Selectively escalate issues, including compliance policy questions, complex entity structures, intricate liquidity operations, provider-level disputes, and matters requiring coordination with banking partners.

⛳️ Requirements

• A minimum of 2 years of experience in customer operations, payment operations, or a comparable role within a fintech, payments company, or financial services firm.

• Direct familiarity with KYB and KYC processes and customer-facing compliance workflows.

• Ability to work comfortably across customer support, operations, and compliance functions.

• Excellent written communication skills with the capability to translate technical issues into clear and understandable language for customers.

• Comfort with ambiguity and the ability to escalate issues selectively rather than reflexively.

• Knowledge of stablecoin payments, cross-border money movement, or modern payment rails is highly advantageous.

• Proficiency in the Portuguese language.

• Nice-to-Haves:

• Previous experience in a customer support position at a cross-border payments company that utilizes stablecoins in their payment processes.

• Experience with SumSub and/or Pylon.

• In-depth understanding of regulations affecting payments in the United States and Latin America.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Engaging team culture and collaborative environment.