Customer Operations Specialist

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Sphere Labs

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2022

₿ Crypto

💳 Fintech

🔌 API

💰 €5 000 000 Venture Round - Sphere en 2024-12

Crypto • Fintech • API

Sphere Labs est une entreprise fintech offrant des API, SDK, widgets hébergés et tableaux de bord en ligne pour permettre les on-ramps et off-ramps en fiat, les paiements en stablecoin, les transferts multi-chaînes et le règlement transfrontalier optimisé. Elle fournit des outils pour développeurs, un tableau de bord commercial en libre-service, des services premium avec un accompagnement personnalisé et des solutions de rampes intégrées en marque blanche qui intègrent les paiements, le routage FX, la garde et la conformité pour aider les entreprises à transférer et régler des fonds à l'échelle mondiale.

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.

🎯 Exigences

• 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