Customer Operations Specialist (SpherePay)

1 month, 1 week ago
Full-time
Junior
Customer and Technical Support
Sphere Labs

Sphere Labs

Sphere Labs is a digital payments platform that enhances cross-border transactions, making them fast, secure, and reliable. The company aims to empower businesses and individuals, particularly in underserved and emerging markets, by facilitating global commerce and promoting economic growth. The platform offers a comprehensive suite of services for modern money movement, supporting multiple currencies for seamless transfers. Users can access an end-to-end payments suite through a single API or a no-code console, which includes compliance, accounting, payments, analytics, and developer tools. Key features include a developer toolkit with user-friendly SDKs, comprehensive analytics, and robust security measures. Sphere Labs also provides competitive financial benefits, such as low fees, instant settlements, and non-custodial peer-to-peer payments. Backed by experienced investors and founders from the fintech and blockchain sectors, Sphere Labs is dedicated to delivering scalable and adaptable payment solutions that meet the evolving needs of the digital economy.

financial services
51-200
Founded 2022
$3M raised

Description

  • Own customer-facing communications across the full customer lifecycle, from onboarding through ongoing payment operations.
  • Manage KYB and KYC document collection and application tracking.
  • Follow up proactively on stalled or incomplete applications and send approval notifications with post-approval guidance.
  • Resolve first-line payment inquiries related to transaction status, failed payouts, delayed settlements, deposit matching, account configuration, and wallet setup.
  • Provide accurate settlement time estimates and rail-specific guidance.
  • Serve as the primary backup for liquidity operations and process manual cross-border transactions independently.
  • Maintain ticket hygiene across all customer channels, including tagging, categorization, status updates, SLA tracking, and closure workflows.
  • Monitor queues daily, claim tickets proactively, and flag tickets approaching SLA thresholds.
  • Help maintain the customer support knowledge base and onboarding FAQ, including documenting new edge cases and resolution patterns weekly.
  • Track and report operational metrics such as open tickets, response times, SLA compliance, ticket volume by channel, and personal escalation rate.

Requirements

  • 2+ years of experience 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 skills and the 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 is required or strongly preferred.
  • Prior experience in a customer support role at a cross-border payments company utilizing stablecoins in the payment flow is a nice to have.
  • Experience using SumSub and/or Pylon is a nice to have.
  • Deep understanding of regulations impacting payments in the United States and Latin America is a nice to have.

Benefits

  • Fully remote, global team environment.
  • Opportunity to build early-stage processes and shape the direction of a growing product.
  • High ownership and decision-making responsibility.
  • Work on live products with real traction and demand.
  • Exposure to the intersection of crypto infrastructure and regulated finance.

Interested in this position?

Apply directly on the company website

Apply Now

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