Customer Operations Specialist (SpherePay) at Sphere Laboratories, Inc. | Torre

Customer Operations Specialist (SpherePay)

You'll shape the future of global cross-border payments by building modern, compliance-native infrastructure.
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Full-time

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Emma of Torre.ai
5 days ago

Requirements and responsibilities


What You'll DoOwn 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 guidanceServe 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 abilityNice-to-HavesPrior experience in a customer support role at a cross-border payments company utilizing stablecoins in the payment flow.Experience using SumSub and/or PylonDeep understanding of regulations impacting payments in the United States and Latin AmericaWhy 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.
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