Sphere Labs

Operations

• Own 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 guidance
• Serve 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.

Customer Operations Specialist

Full-stack Engineer

• Build internal tooling, automations, and workflows that allow to identify patterns in support volume, reduce manual effort and make the team faster.
• Own engineering support end-to-end. You’ll triage incoming issues, diagnose root causes, and resolve them, including writing and shipping code fixes directly when the problem warrants it.
• Engage directly with customers in the context of support and communicate clearly on technical issues, timelines, and resolutions.
• Partner with product and engineering to define work that makes the platform easier to support: better error messages, smarter observability, improved defaults. Quantify the impact and make the case for prioritization.
• Work together with product, engineering towards a product roadmap aiming reducing the number of technical queries received by support.
• Collaborate with customer support, onboarding and payment ops teams to ensure workarounds are documented and used by AI to faster customer support.
• Own our customer facing documents, ensuring accuracy and usefulness so customers can unblock their own agency.

Customer Operations Specialist

Senior Software Engineer – Customer Success