Job Specifications
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!
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 Success Associate, 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 communic
About the Company
Coinflow (fka Coinflow Labs) is the next-generation payment service provider revolutionizing global financial infrastructure with stablecoins, AI-driven fraud prevention, and instant settlement. Coinflow enables businesses to grow faster with instant settlement, fraud & chargeback indemnity, global pay-in, multi-currency FX, and unified payouts—all in one intuitive platform. We serve marketplaces, fintechs, remittance providers, gaming platforms, and e-commerce merchants worldwide. Coinflow is proudly headquartered in Chicag...
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