Customer Experience Analytics & Operations Lead - Remote

Overview

At Rain, we’re rebuilding the global financial pipes money flows through. Our infrastructure makes stablecoins usable in the real world by powering credit 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. If you’re curious, bold, and excited to help shape a borderless financial system, we’d love to talk.

In Short

• Build and maintain dashboards for SLAs, QA, DSAT, agent performance, and BPO output.
• Automate reporting and create a single source of truth for CX performance.
• Analyze dissatisfaction and Voice-of-Customer trends to identify and eliminate friction points.
• Standardize ticket categorization, workflows, and root-cause tracking.
• Partner with Product, Ops, Network, and Compliance to drive cross-functional improvements.
• Implement automation and routing logic to optimize CX efficiency.
• Create vendor performance scorecards and hold partners accountable through data.

Requirements

• 7+ years experience in CX analytics, operations, or quality systems.
• Strong familiarity with ticketing systems (Zendesk preferred).
• Ability to build dashboards, analyze large datasets, and communicate insights simply.
• Experience driving process improvement through Lean, Six Sigma, or similar frameworks.
• Experience working cross-functionally with Product and Engineering.
• Comfort working in a fast-paced, ambiguous startup environment.

Benefits

• Top-tier coverage: We cover 95% of Medical, Dental, and Vision premiums.
• 401(k) with matching: Invest in your future, just like we’re investing in ours.
• Ownership that matters: Every team member gets equity because we believe in building together.
• Work your way: Flexible hybrid setup with a prime SoHo office for NYC-based teammates.
• Unlimited PTO: Because time to rest and reset is just as important as time to ship.
• Product-first perks: Monthly budget to test our cards and features like a real user.
• Wellness support: Monthly stipend to spend on fitness, therapy, or whatever keeps you thriving.
• Home office setup: One-time stipend to create a space that works for you.
• Team connection: Frequent company events, team dinners, and offsites to stay connected.