Customer Operations Specialist

Sphere Labs The infrastructure moving the world's money today was built for another era: slow rails, walls between markets, and compliance layered in over time creating friction. Sphere Labs is building what comes next: modern, compliance-native infrastructure for cross-border payments and settlement, designed from the ground up to work for the businesses and regulated institutions it actually runs through. We work in active partnership with banks, licensed entities, and the regulators and jurisdictions shaping how global money moves, because the infrastructure that earns institutional trust has to be built alongside it. Backed by Coinbase, Kraken, The Chernin Group, Jump Trading, Hudson River Trading, and some of the world's largest sovereign affiliates, we're a fully remote, global team building at the moment stablecoins are crossing into mainstream finance and regulated institutions are ready for modern rails. We hire self-starters: strong communicators and systematic thinkers who can look at a blank page and build something real. If you want a meaningful role in how global money movement evolves, and the upside that comes with getting in early, we'd like to meet you. What You'll Do Own customer-facing communications across the full customer lifecycle, from onboarding through ongoing payment operations. Manage KYB and KYC document collection, application tracking. Follow up proactively on stalled or incomplete applications. Communicate approval notifications and provide post-approval guidance on account setup, testing, and settlement expectations. Own first-line resolution for payment inquiries: transaction status, failed payouts, delayed settlements, deposit matching, account configuration, and wallet setup. Provide accurate settlement time estimates and rail-specific guidance Serve as primary backup for liquidity operations. Process manual cross-border transactions independently. Own ticket hygiene across all customer channels: tagging, categorization, status updates, SLA tracking, and closure workflows. Participate in daily queue monitoring. Proactively identify and claim tickets without waiting to be tagged. Flag tickets approaching SLA thresholds. Help maintain the customer support knowledge base and onboarding FAQ. Document new edge cases and resolution patterns weekly. Track and report operational metrics: open tickets, response times, SLA compliance, ticket volume by channel, and personal escalation rate. Escalate selectively: compliance policy questions, complex entity structures, complex liquidity operations, provider-level disputes, and issues requiring banking partner coordination. What We're Looking For 2+ years 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 and 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 Nice-to-Haves Prior experience in a customer support role at a cross-border payments company utilizing stablecoins in the payment flow. Experience using SumSub and/or Pylon Deep understanding of regulations impacting payments in the United States and Latin America Why Sphere? We sit at the intersection of crypto infrastructure and regulated finance — at the moment those worlds are finally converging. That means: The window is now: For the first time in decades, the backbone of cross-border payments is being rebuilt. Legacy systems are fading, stablecoins are entering institutional finance, and the next settlement layer is being shaped right now. We're building it alongside the institutions that will run it, not around them. High ownership, no playbook: This is early-stage work. You’ll be making decisions, building processes from scratch, and setting the direction instead of just following one. We’re looking for people who don’t wait for instructions, but jump in and figure things out. Adaptability is the job: Strategy pivots here aren't failures, they're how we stay ahead of a fast-moving market and that’s our strength. Real traction, real stakes: SpherePay is live and trusted by 200+ businesses. SphereNet is in active development with banks and regulators across 18 jurisdictions and counting. There’s real demand, real momentum, and a huge opportunity to shape what comes next. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.