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15 days ago
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Requirements and responsibilities
About BraleBrale is the infrastructure layer behind programmable money. We help fintechs and platforms launch and run compliant stablecoin programs—fast, multi-chain, and enterprise-ready.We’re hiring a Customer Experience intern for our small but growing customer experience function. This is a hands-on role where you’ll work directly alongside our CX lead and get real exposure to how a modern fintech startup serves its customers and builds internal operations from the ground up.Your missionMonitor and triage customer support tickets in Pylon (roughly 10–20 per day)Investigate pending/failed transactions across internal tooling: identify where they’re stuck, why, and what next steps are needed; escalate with clear context when requiredGuide customers to the right resources and documentationCreate and maintain runbooks and internal documentation so the team can move fasterSurface patterns and flag recurring issues to help improve customers’ experience with Brale and internal teams’ experience supporting customersWhat you’ll learnHow stablecoin transactions flow end-to-end (and the most common failure modes)How to write clear, useful runbooks and internal documentationHow CX partners with Product and Engineering to resolve issues and improve systemsWhat success looks likeOwning customer issues from the start of reporting to mitigation to full resolutionRunbooks and documentation are kept current and genuinely usefulYou’re learning and growing throughout, it’s a meaningful experienceBy the end, you can articulate how a stablecoin transaction flows end-to-end and confidently walk a customer through a troubleshooting processA complete or meaningful contribution to a project that improves CXWhat we’re looking forRequiredSome form of customer-facing experience: restaurant, retail, call center, IT helpdesk, or anything where you’ve had to actually help peopleEmpathy for customers and a sense of ownership when something goes wrongWillingness to roll up your sleeves, learn new tools, and figure things outComfort operating in a fast-moving environment where processes are evolving and changingNice to haveGenuine curiosity about fintech, Web3, or programmable money (or excitement to learn)Background or coursework in Web3, crypto, or financial technologyWork location and durationFully remote is welcome. If you’re in the Des Moines area, there’s an option to work from the office, but this is optional.This is a 3 month paid internship.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)