Customer Operations Specialist (SpherePay)
New
United StatesFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Portuguese
- Experience
- 2+ years
- Required Skills
- ComplianceCustomer support
Requirements
- 2+ years in customer operations, payment operations, or a similar role at a fintech, payments company, or financial services firm.
- Direct experience with KYB and KYC processes and customer-facing compliance workflows.
- Comfort working across customer support, operations, and compliance functions.
- Strong written communication and ability to translate technical issues into clear customer-facing language.
- Comfort with ambiguity and the ability to escalate selectively rather than reflexively.
- Familiarity with stablecoin payments, cross-border money movement, or modern payment rails is a strong plus.
- Portuguese language ability
Responsibilities
- Own customer-facing communications across the full customer lifecycle, from onboarding through ongoing payment operations.
- Manage KYB and KYC document collection, application tracking. Follow up proactively on stalled or incomplete applications.
- Communicate approval notifications and provide post-approval guidance on account setup, testing, and settlement expectations.
- Own first-line resolution for payment inquiries: transaction status, failed payouts, delayed settlements, deposit matching, account configuration, and wallet setup.
- Provide accurate settlement time estimates and rail-specific guidance
- Serve as primary backup for liquidity operations. Process manual cross-border transactions independently.
- Own ticket hygiene across all customer channels: tagging, categorization, status updates, SLA tracking, and closure workflows.
- Participate in daily queue monitoring. Proactively identify and claim tickets without waiting to be tagged. Flag tickets approaching SLA thresholds.
- Help maintain the customer support knowledge base and onboarding FAQ. Document new edge cases and resolution patterns weekly.
- Track and report operational metrics: open tickets, response times, SLA compliance, ticket volume by channel, and personal escalation rate.
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