Coinflow is the next generation payment processor startup, headquartered in Chicago, dedicated to revolutionizing payments. We enable merchants and marketplaces to accept global payment methods with instant settlement and fraud guarantees. Over the past year and a half, we’ve become a leader in the digital payments ecosystem—powering the next generation of online commerce through speed, trust, and innovation.

Join us to help shape the future of payments in a dynamic, collaborative, and fast-paced environment where your work directly drives customer success and company growth.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.