Client Experience Manager

Summary

Join Rain, a leading fintech company backed by top investors, as a Customer Experience Manager to drive the growth and enhancement of customer experience functions. You will develop and execute a Client Experience Plan, manage support tickets across channels, collaborate with cross-functional teams, and champion the end-to-end customer journey. This role requires a proven track record of solving complex operational problems and leading in a fast-paced environment, ensuring high-quality experiences for both enterprise and consumer stakeholders. You will be responsible for auditing existing processes, developing improvements, implementing solutions, and monitoring their efficacy. Rain offers a flexible work environment, unlimited time off, Rain Cards for product testing, health and wellness benefits, and team summits.

Requirements

• Minimum 3 years owning customer support or client experience processes
• Excellent verbal and written communication skills
• 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
• 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

Responsibilities

• Develop and execute a Client Experience Plan, improving and optimizing existing tools like Hubspot, Pylon and Intercom and creating self-serve materials for our clients
• Managing our partnership with our outsourced support function
• Own support tickets across channels (email, and chat), while maintaining high-quality service
• Develop customer personas and dedicate proper support initiatives for each one
• Collaborate closely with cross-functional teams, including implementation, product, compliance 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

Preferred Qualifications

• Experience working with Intercom
• Experience working in FinTech
• Understanding of stablecoins
• Experience working with and managing third parties
• Building and managing partnerships

Benefits

• 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!