Customer Experience Intern

About Brale

Brale 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 mission

• Monitor 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 required
• Guide customers to the right resources and documentation
• Create and maintain runbooks and internal documentation so the team can move faster
• Surface patterns and flag recurring issues to help improve customers' experience with Brale and internal teams' experience supporting customers

What you'll learn

• How stablecoin transactions flow end-to-end (and the most common failure modes)
• How to write clear, useful runbooks and internal documentation
• How CX partners with Product and Engineering to resolve issues and improve systems

What success looks like

• Owning customer issues from the start of reporting to mitigation to full resolution
• Runbooks and documentation are kept current and genuinely useful
• You're learning and growing throughout, it's a meaningful experience
• By the end, you can articulate how a stablecoin transaction flows end-to-end and confidently walk a customer through a troubleshooting process
• A complete or meaningful contribution to a project that improves CX

What we're looking for

Required

• Some form of customer-facing experience: restaurant, retail, call center, IT helpdesk, or anything where you've had to actually help people
• Empathy for customers and a sense of ownership when something goes wrong
• Willingness to roll up your sleeves, learn new tools, and figure things out
• Comfort operating in a fast-moving environment where processes are evolving and changing

Nice to have

• Genuine curiosity about fintech, Web3, or programmable money (or excitement to learn)
• Background or coursework in Web3, crypto, or financial technology

Work location and duration

Fully 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.