Customer Experience Quality Assurance 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

• Design the QA framework by developing internal quality standards and scoring rubrics.
• Evaluate support interactions and assess adherence to guidelines.
• Provide constructive feedback and coaching to agents.
• Analyze customer service KPIs to identify improvement opportunities.
• Leverage data to drive insights and present findings to leadership.
• Develop training programs in collaboration with Training and Ops teams.
• Report on quality trends and recommend improvements.
• Implement QA tooling to streamline processes.
• Champion customer experience across departments.

Requirements

• 3–5 years of experience in customer support or quality assurance.
• Ability to create and enforce quality standards.
• Strong analytical skills and familiarity with support KPIs.
• Experience with BI tools like Looker or Tableau.
• Excellent communication and coaching skills.
• Organized and detail-oriented with strong prioritization skills.
• Experience with QA tools and CRM systems like Zendesk.
• Collaborative mindset and ability to work with remote teams.
• Located in NYC and able to work from the SoHo office.

Benefits

• Top-tier coverage for medical, dental, and vision premiums.
• 401(k) with matching contributions.
• Equity for every team member.
• Flexible hybrid work setup.
• Unlimited PTO policy.
• Monthly budget for product testing.
• Wellness support stipend.
• Home office setup stipend.
• Frequent company events and team dinners.