Customer Experience Manager - Remote

Overview

Rain is empowering the next generation of money and financial products globally. We’re a lean and mighty team of passionate builders and veteran founders building at the cutting edge intersection of real-world payments and digital money. We are looking for a customer experience manager to join us to accelerate the organization. You will have the opportunity to deliver massive impact at a quickly growing company that is funded by some of the top investors in fintech and crypto. Rain is backed by great investors including Lightspeed, Norwest, Khosla, along with great companies like Coinbase, Circle, and Uniswap.

In Short

• Support with enterprise clients on integration and post-launch questions
• Develop and execute a Client Experience Plan, improving and optimizing existing tools like Hubspot and Intercom and creating self-serve materials for our clients.
• Own support tickets across channels (email, and chat), while maintaining high-quality service
• Collaborate closely with cross-functional teams, including implementations, product, and engineering, to advance operational scalability, elevate our product, and improve client velocity
• Champion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning consumers to enterprises
• Manage internal and external product knowledge dissemination, enabling both customers and Rain team members to identify and resolve issues
• Monitor and utilize operational insights to support a continuous improvement loop enhancing operational processes, improving tools, and delivering product improvements to drive conversion and velocity

Requirements

• Minimum 3 years owning customer support or client experience processes
• Excellent verbal and written communication skills, Spanish and/or Portuguese proficiency is a plus.
• Experience developing knowledge bases for internal and external stakeholders
• A desire to be part of a high performance team
• Experience collaborating closely with teams outside of support to help scale
• Strong metrics driven and product mindset to help identify, triage, and execute potential product or operational improvements
• Strong investigative and critical thinking skills
• Desire for ownership and growth in role over time
• Ability to work evenings and weekends as needed

Benefits

• Unlimited vacation can be daunting, so at Rain we require our teammates to take 10 days minimum for themselves.
• 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 our teammates to be knowledgeable about our core products and services and to support this mission we issue a card for our team to utilize the card for testing.
• High performance begins from within. Our members are welcome to use their company card for eligible health and wellness spending like gym memberships, fitness classes and other wellness items.
• 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.