Customer Support Associate

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Coinflow is a next-generation payments company headquartered in Chicago, pioneering the way money moves globally. We enable merchants and marketplaces to accept payment methods across 170+ countries with instant settlement, AI-driven fraud prevention, and blockchain-based proof-of-delivery.

Backed by leading investors—including Pantera Capital, CMT Digital, Coinbase Ventures, Jump Capital, and Reciprocal Ventures—Coinflow recently raised a $25M Series A to accelerate our mission to modernize cross-border payments. Since our seed round in 2024, we’ve achieved 23x revenue growth and scaled to a multi-billion-dollar annual transaction volume run rate!

We’re looking for a Customer Support Associate who’s hungry to learn, thrives in fast-paced environments, and loves helping customers win. In this role, you’ll work directly with our merchants and partners to ensure every payment, payout, and integration runs smoothly. You’ll become an expert in Coinflow’s platform and the first point of contact for customer questions.

You don’t need to be an engineer, but you do need to be curious, detail-oriented, and comfortable learning technical products. You’ll partner closely with our Solutions Engineers, Product, and Operations teams to make sure customers always get clear answers, fast resolutions, and a best-in-class experience. This is a high-growth, high-visibility role where you’ll learn the inner workings of global payments and have direct exposure to how fintech products scale.

• Be the first line of contact for merchants and partners through Slack, email, and our ticketing tools
• Resolve customer inquiries around payments, payouts, settlements, and refunds with speed and empathy
• Investigate transaction or account questions using internal tools and dashboards
• Triage and escalates more complex technical issues to the Solutions Engineering or Product teams when needed
• Keep customers informed with clear, confident updates throughout every request or issue

• Learn Coinflow’s product deeply and continuously—becoming fluent in how payments and instant payouts work
• Provide structured product feedback from customers to the Product team to help shape future features and improvements
• Identify recurring pain points and work with the team to create documentation or process improvements to reduce them

• Partner closely with Solutions Engineers, Product, and Operations to ensure smooth resolution of issues
• Maintain and improve our internal documentation, FAQs, and customer runbooks
• Contribute ideas to help scale our support experience as we grow

• Customer issues are handled quickly and clearly
• You’ve built trusted relationships with merchants who see Coinflow as a reliable partner
• You’ve learned our product and payments flows inside and out
• You’re continuously improving our support processes and contributing ideas that make Coinflow better

• 1–2 years of experience in Customer Support, Customer Success, or Operations—preferably in fintech, SaaS, or payments
• Excellent written and verbal communication—you’re clear, empathetic, and confident
• Strong problem‑solving mindset—you take ownership and find answers quickly
• Curiosity and eagerness to learn how complex systems like payments and settlements work
• Detail‑oriented—you track every issue through to resolution and communicate with precision
• Comfortable with data and tools; you don’t mind exploring dashboards or looking up transactions
• Bonus:
  Experience or familiarity with APIs, React or Typescript

Entry level

Full-time

Other