Customer Experience Analytics & Operations Lead

P2P; Remote; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A financial infrastructure company is seeking a Customer Experience Analytics & Operations Lead to enhance their support operations. The role requires 7+ years in CX analytics, with expertise in tools like Zendesk and strong data analysis skills. Responsibilities include building dashboards, automating reporting, and driving process improvements across functions. This remote position offers compelling benefits such as top-tier health coverage and unlimited PTO.

Leistungen

95% coverage of Medical, Dental, and Vision premiums

401(k) with matching

Equity for team members

Flexible hybrid setup

Unlimited PTO

Monthly budget for product testing

Wellness support stipend

Home office setup stipend

Frequent company events

Qualifikationen

• 7+ years experience in CX analytics, operations, or quality systems.
• Strong familiarity with ticketing systems, preferably Zendesk.
• Ability to build dashboards and analyze large datasets.

Aufgaben

• Build and maintain dashboards for CX metrics.
• Automate reporting and create a source of truth for performance.
• Analyze Voice-of-Customer trends to identify friction points.

Kenntnisse

CX analytics

Operations management

Process improvement

Data analysis

Cross-functional collaboration

Tools

Zendesk

Dashboard tools

Jobbeschreibung

Location

Remote

Employment Type

Full time

Location Type

Remote

Department

Customer

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.

Our Ethos

Operating at the epicenter of stablecoin innovation means moving fast and thinking globally. Our team reflects the diverse, international audiences we serve. We hire people who stay agile as the tide ebbs and flows, fix what’s broken without waiting, chase trends before they peak, and remember to have fun through it all.

What We're Looking For

Rain is building the financial infrastructure for the next generation of global commerce. As we scale, we’re investing in a data-driven, operationally excellent CX organization — and we’re hiring a Customer Experience Analytics & Operations Lead to build the systems, insights, and processes that power great support at scale.

What You’ll Own

• 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.

What Success Looks Like

• Clear, accurate dashboards that update automatically
• Improved SLA and QA performance through operational fixes
• Early-warning signals for product issues and client pain points
• A scalable data + workflow foundation for the entire CX organization

What You Bring

• 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

Our team works hard, so we make sure our benefits do too. Here’s what you can expect as a Rainmaker:

• 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.