Customer Operations Specialist

🕒 May 11

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Sphere Labs

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

₿ Crypto

💳 Fintech

🔌 API

💰 $5M Venture Round - Sphere on 2024-12

Crypto • Fintech • API

Sphere Labs is a fintech company offering APIs, SDKs, hosted widgets, and web dashboards to enable fiat on‑ramps and off‑ramps, stablecoin payments, multi‑chain transfers, and optimized cross‑border settlement. It provides developer tools, a self-serve business dashboard, private-desk high-touch services, and white-label embedded ramp solutions that integrate payments, FX routing, custody, and compliance to help businesses move and settle funds globally.

📋 Description

• 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. • Escalate selectively: compliance policy questions, complex entity structures, complex liquidity operations, provider-level disputes, and issues requiring banking partner coordination.

🎯 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 • Nice-to-Haves • Prior experience in a customer support role at a cross-border payments company utilizing stablecoins in the payment flow. • Experience using SumSub and/or Pylon • Deep understanding of regulations impacting payments in the United States and Latin America