Triage and resolve fiat product issues (bank transfer, local rails, card, payout/collection), including stuck/failed transactions, status mismatches, reversals, refunds, and reconciliation discrepancies.
Own end-to-end investigation: reproduce issues, collect logs/evidence, identify root cause, and coordinate fixes with Engineering/Product.
Work with PSPs, banks, and other fiat partners to diagnose connectivity, settlement, and callback/webhook issues.
Work directly with merchants and PSP partners to guide them through the full integration lifecycle.
Act as the primary liaison between merchants, product managers, and engineering teams to ensure smooth communication and efficient problem solving.
Analyze merchant feedback, performance data, and market trends to identify opportunities to improve Binance payment products and integration tools.
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. They are trusted by 300+ million people in 100+ countries and leverage the power of digital assets and blockchain.
Serve as the primary point of contact for escalated support inquiries from partners.
Investigate and troubleshoot partner-reported issues by collaborating cross-functionally.
Identify patterns across inquiries to recommend process improvements, workflow updates, and product enhancements.
DriveWealth is a global B2B financial technology organization dedicated to democratizing access to financial independence around the world. Our mission is realized through an API-based platform, empowering our partners to offer seamless investing and trading experiences to clients worldwide, all from their mobile devices. They blend the pace and agility of a fintech start-up with the impact, stability, and discipline of Wall Street.
Be the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone).
Own, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers
Be a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices
Sardine is a leader in fraud prevention and AML compliance, using device intelligence, behavior biometrics, machine learning, and AI. They have raised $145M from investors like Andreessen Horowitz and maintain a remote-first culture with hubs in multiple locations.
Provide timely, high-quality support to MoonPay customers and partners across multiple channels.
Investigate customer issues, identify root causes, and resolve problems while ensuring a smooth customer experience.
Collaborate with internal teams to resolve escalations and operational issues impacting customers.
MoonPay is a unified payments platform for digital currency, making it easy to buy, sell, swap, and pay in digital currencies. They are trusted by over 30 million customers and over 500 ecosystem partners, with a focus on collaboration and building secure, scalable solutions.
Manage a team with overlapping interests in system stability with the existing Operational Resilience incident response team and the exchange product day-to-day operations
Spot, Margin, and Derivatives markets management and “middle-office” support
Be accountable to implement and/or define the right processes and practices across all products
Kraken is a mission-focused company rooted in crypto values. They aim to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. Kraken is a fully remote company with Krakenites in 70+ countries.
Answer clients’ Crypto DW/ Trading/Consumer/Kraken Desktop questions via text and live support channels (Zendesk/Email/possibly Telegram).
Provide testing and feedback for new trading features before they are released to clients.
Assist in the management of our Consumer, Trading, Futures, Kraken Desktop support team (QA for other specialists, possibly improving training materials, updating confluence articles etc.).
Kraken is a mission-focused company rooted in crypto values, aiming to accelerate the global adoption of crypto so that everyone can achieve financial freedom and inclusion. As a fully remote company, Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space.
Manage technical inquiries and troubleshoot complex issues.
Work closely with clients and developers to provide industry-leading client communications.
Analyze and interpret data to identify trends and patterns.
Entersekt is a leader in digital banking fraud prevention and payment security, including mobile authentication, mobile app security, and 3-D Secure authentication. They enable secure digital transactions for leading financial institutions globally and protect the digital transactions of over 210 million active users.
Develop a strong understanding of Flywire's products and policies to provide solutions.
Handle client questions via various channels with speed and professionalism.
Solve complex payment problems using software tools and collaborating with team members.
Flywire is a global payments enablement and software company that aims to deliver complex payments. They have over 1,200 global FlyMates, representing more than 40 nationalities, and have 12 offices world-wide.
Drive the localization and growth of Big Pay products in LATAM.
Identify user pain points and business opportunities through direct engagement with local users.
Conduct in-depth market research and competitor analysis to ensure our payment products maintain strong competitiveness.
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. They leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
Be the internal Subject Matter Expertise of sanctions compliance.
Support the Global Head of Sanctions to provide actionable advice to stakeholders pan Binance.
Pro-actively ensure that Binance's entities and employees effectively investigate, mitigate, and/or promptly remediate, any identified sanctions compliance issues.
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange. They are trusted by 300+ million people in 100+ countries and offer a range of digital-asset products.
Handle basic operations and boarding-related support tickets with urgency and ownership
Dive deep to identify root causes of issues rather than applying surface-level fixes
Serve as a bridge between operations and technical teams to expedite issue resolution
Payabli is a next-generation Payments Infrastructure and Monetization Platform purpose-built for vertical software companies. They empower software companies to manage and move money through a single infrastructure stack that delivers total control over the payments experience.
Receive and respond to escalated Customer cases regarding technical and functional questions or issues.
Analyze, reproduce, and be part of the resolution.
Work closely with developers and product management colleagues to diagnose, understand, and resolve issues.
Aircall is an AI-powered customer communications platform used by 22,000+ companies worldwide. They're redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace and are backed by world-class investors.
Own tem’s global payments strategy end-to-end: define how customers pay, get paid, and experience value across markets.
Deliver payment systems that scale internationally across currencies, regulations, and partners; make deliberate trade-offs between speed, cost, reliability, and risk.
Solve complex fintech problems in the open: payment flow resilience, retries, partial failures, chargebacks, disputes, reconciliation, and operational edge cases.
Tem is rebuilding the energy transaction, making it transparent and fair. Tem has built the first AI native transaction infrastructure to reinvent how electricity is bought, sold and priced, and it closed a $75 million Series B after extraordinary growth, led by Lightspeed Venture Partners.
Own and grow critical relationships with fiat on-ramp and swap providers.
Monitor metrics and identify regional trends to suggest growth opportunities.
Partner with product and engineering to prioritize feature requests.
Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage and grow their digital assets. They aim to be a trusted personal companion, helping users safely navigate Web3, the on-chain economy, and the emerging AI-powered future.