Customer Experience Manager

Rain is building the next generation of money and financial products. We are growing rapidly, and you will have the opportunity to join and contribute to a high performing, output driven team. Rain is backed by great investors including Lightspeed, Norwest, Khosla, along with great companies like Coinbase, Circle, and Uniswap. 

Our Ethos

We believe in an open and flat structure. You will be able to grow into the role that most aligns with your goals. Our team members at all levels have the freedom to explore ideas and impact the roadmap and vision of our company.

What You'll Do

• Support with enterprise clients on integration and post-launch questions

• Develop and execute a Client Experience Plan, improving and optimizing existing tools like Hubspot and Intercom and creating self-serve materials for our clients. 

• Own support tickets across channels (email, and chat), while maintaining high-quality service

• Collaborate closely with cross-functional teams, including implementations, product, and engineering, to advance operational scalability, elevate our product, and improve client velocity

• Champion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning consumers to enterprises

• Manage internal and external product knowledge dissemination, enabling both customers and Rain team members to identify and resolve issues

• Monitor and utilize operational insights to support a continuous improvement loop enhancing operational processes, improving tools, and delivering product improvements to drive conversion and velocity

What we're looking for

Rain is seeking a dynamic Customer Experience Manager to lead the growth and enhancement of our customer experience functions. We seek a high performing person who excels in team building, has a proven track record solving complex operational problems and leading from the front in a fast-paced environment while delivering quality experiences for external enterprise and consumer stakeholders.

As a core leader within the company you will be working across the company with product, engineering, operations and compliance to develop and improve our customer experience and support stack. Your day to day will include auditing existing processes and developing improvements, implementing those solutions and monitoring their efficacy. You will own the user experience journey for enterprise and consumer clients. You will have complete management support to invest in tools and build a team to scale our support and experience operations as we continue scaling. We are a team of relentless executors, and you will be joining a team singularly focused on progress and outcomes. You will be working the founders, operations, product, and engineering teams on scaling our operations and bringing insights into how we can improve our product and accelerate growth leveraging process improvements and technology.

What you will bring to Rain

• Minimum 3 years owning customer support or client experience processes

• Excellent verbal and written communication skills, Spanish and/or Portuguese proficiency is a plus.

• Experience developing knowledge bases for internal and external stakeholders

• A desire to be part of a high performance team

• Experience collaborating closely with teams outside of support to help scale

• Strong metrics driven and product mindset to help identify, triage, and execute potential product or operational improvements

• Strong investigative and critical thinking skills

• Desire for ownership and growth in role over time

• Ability to work evenings and weekends as needed

Desirable but not mandatory

• Experience working with Intercom

• Experience working in FinTech

• Understanding of stablecoins

• Experience working with and managing third parties

• Building and managing partnerships

• Proximity to New York City

Our perks enable working at Rain to be a fulfilling, healthy and happy experience.

Unlimited time off 🛼 Unlimited vacation can be daunting, so at Rain we require our teammates to take 10 days minimum for themselves.

Flexible working ☕ We support a flexible workplace, if you feel comfortable at home please work from home. If you’d like to work with others in an office feel free to come in. We want everyone to be able to work in the environment in which they are their most confident and productive selves.

Rain Cards 🌧️ We want our teammates to be knowledgeable about our core products and services and to support this mission we issue a card for our team to utilize the card for testing.

Health and Wellness 📚 High performance begins from within. Our members are welcome to use their company card for eligible health and wellness spending like gym memberships, fitness classes and other wellness items.

Team summits ✨ Summits play an important role at Rain! Time spent together helps us get to know each other, strengthen our relationships, and build a common destiny. Stay tuned for upcoming destinations!.