Customer Success Lead

About Coinflow Coinflow is a next-generation payments company headquartered in Chicago, pioneering the way money moves globally. We enable merchants and marketplaces to accept payment methods across 170+ countries with instant settlement, AI-driven fraud prevention, and blockchain-based proof-of-delivery. Backed by leading investors—including Pantera Capital, CMT Digital, Coinbase Ventures, Jump Capital, and Reciprocal Ventures—Coinflow recently raised a $25M Series A to accelerate our mission to modernize cross-border payments. Since our seed round in 2024, we’ve achieved 23x revenue growth and scaled to a multi-billion-dollar annual transaction volume run rate! About the job Why This Role Matters Every customer and every payment matters. When something fails or a customer is stuck, our advantage is a precise and quick response that ensures our customers can rely on Coinflow to help them grow. As Coinflow’s Founding Customer Operations Lead, you’ll be the person behind that confidence — the front line of live production issues, shaping how we communicate with merchants, and building the operational foundation that allows us to scale trust globally. This is both a hands-on and high-impact role. You’ll handle tickets and incidents directly, while also designing the systems, workflows, and team culture that make Coinflow’s support world-class. Over time, you’ll build and lead a lean, tech-enabled support organization that leverages automation, structured data, and proactive customer insight. You’ll create a world-class customer experience for Coinflow’s customers that allows us to maximize every opportunity. Build & Scale the Support Function • Act as Coinflow’s founding support individual contributor — managing day-to-day merchant requests while laying the groundwork for the support discipline. • Establish best practices for ticket triage, incident response, and escalation management. • Define SLAs, communication standards, and customer satisfaction metrics (CSAT, resolution time, first response). • Select and implement tooling for ticketing, alerting, and merchant communication • Develop internal documentation, playbooks, and reporting dashboards to track and improve support performance. Product Support & Technical Troubleshooting • Serve as the first line of defense for merchant issues involving payouts, webhooks, settlements, or API integrations. • Use logs, dashboards, and SQL queries to diagnose issues and provide clear, data-backed responses. • Collaborate with Engineering and Product to escalate and resolve complex incidents with root-cause analysis. • Document technical issues and solutions in runbooks to prevent recurrence and improve self-service resources. Customer Experience & Communication • Communicate with merchants across Slack, email, and ticketing systems — ensuring fast, accurate, and empathetic responses. • Provide clarity in high-pressure situations (e.g., payout delays). • Keep customers informed throughout the incident lifecycle with well-timed updates and clear resolutions. • Serve as a trusted, customer-facing point of contact for operational and product issues. Cross-Functional Enablement • Partner closely with Solutions Engineering to ensure smooth merchant handoffs and efficient troubleshooting. • Provide structured feedback to Product and Engineering on recurring issues, usability challenges, and feature gaps. • Collaborate with Finance and Risk to investigate reconciliation, chargeback or billing related cases. • Help define the workflows that tie together Support, SE, Product, and Ops for unified customer visibility. Team & Process Leadership • Build scalable support workflows that grow with our customer base without compromising quality. • Create clear onboarding, escalation, and coverage documentation for future hires. • As the team grows, mentor new support specialists and establish a culture of technical excellence and customer empathy. • Help design the metrics that measure customer satisfaction, operational stability, and resolution quality. What Success Looks Like • Coinflow receives less than 1 quarterly review on poor support experience • 90%+ of responses are made within SLA. • Escalations are clear, traceable, and lead to measurable product improvements. • Support processes, tooling, and documentation scale faster than ticket volume. • Within 90 days, you’ve built the framework for a lean, efficient support team. What We’re Looking ForExperience • 4–7 years of experience in customer support, operations, or technical support — ideally within fintech, payments, or SaaS. • Proven ability to handle technical issue triage — using logs, APIs, or SQL to investigate and resolve complex problems. • Hands-on experience collaborating cross-functionally with Product, Engineering, and Operations teams. • Experience building or improving customer support systems, SLAs, or tooling is a major plus. • Familiarity with payment networks, settlement processes, or reconciliation workflows preferred. Skills & Attributes • Technical communicator:You can explain complex issues clearly to both developers and non-technical users. • System builder:You love process design and know how to turn chaos into a playbook. • Analytical:You’re comfortable reading logs, querying databases, or using API tools like Postman. • Customer-obsessed:You advocate for customer needs without losing sight of scalability and internal efficiency. • Leadership-ready:You thrive as an individual contributor but think in terms of systems, scale, and teams. • Calm under pressure:You can manage incidents with composure and clarity. Why Join Us • Founding support role with direct visibility to leadership and product teams. • Opportunity to build Coinflow’s Support function from zero to one, defining how we scale merchant trust. • Exposure to the inner workings of modern payments systems — instant settlement, chargeback protection, and multi-rail transactions. • Fast-paced, data-driven environment where your work directly impacts merchant satisfaction and company growth. • Collaborative, ambitious team committed to operational excellence and transparency. Join the team rewriting how money moves worldwide—and become a driving force in the $194 trillion cross-border payments market.