[Hiring] Client Operations Specialist @Dakota

Role Description

You’ll join our Client Operations team as the first line for client questions: tracing payments, resolving exceptions, and making sure every client gets a fast, accurate response. You’ll also turn what you learn into runbooks, help center articles, and fixes, so the same problem doesn’t come back. This is a hands-on role with a lot of ownership. You'll work directly with our operations leadership, engineering, and compliance teams. As you build depth across our payment rails, you’ll have the chance to take on more scope and grow into more senior responsibilities.

What You'll Do

• Own the client support queue: triage, respond, and resolve inbound questions from API and business banking clients
• Investigate and resolve payment exceptions across wires, ACH, SWIFT, and stablecoin rails, including traces, returns, recalls, and delayed payments
• Work with our bank partners on payment investigations
• Keep clients updated on onboarding and account status
• Monitor transaction activity and alerts, and flag anything unusual early
• Write clear bug reports and feature requests so engineering can act fast
• Build and maintain runbooks and help center articles based on real client questions
• Spot the top recurring issues each week and push to eliminate them

Qualifications

• 1–3 years in payment operations or client support at a fintech, BaaS provider, neobank, or payments company
• Working knowledge of wires, ACH (returns, NOCs, reversals), and SWIFT (MT103s, UETRs, intermediary banks)
• Comfort reading API responses, transaction data, and logs to figure out what happened
• Clear, calm writing, especially when the news isn't good
• An instinct to fix root causes, not just close tickets
• Sound judgment about what to handle yourself and when to escalate
• Preference to be based in the Eastern Time (ET) zone

Nice to Have

• Experience with stablecoins or crypto payment rails
• Direct experience working exceptions with bank partners
• Familiarity with Pylon, Salesforce, Linear, Datadog, KYB/C verification tools, or similar tools
• You use AI tools daily and like building small automations
• Exposure to KYB/KYC onboarding workflows

What We Offer

• Engaging problems that increase economic freedom globally
• Competitive salary and equity
• Employee-friendly equity terms (extended exercise)
• Remote work, no commuting to the office
• Paid co-working space/desk at an office
• Health, dental, and vision insurance
• Regular team events and off-sites