Customer Operations Specialist

Summary

Sphere is revolutionizing global money movement by building modern financial rails with digital dollars, making transactions simple, affordable, and accessible worldwide. Through our frontend applications, APIs, low-level bank messaging optimizations, and liquidity infrastructure, businesses in emerging markets can send money across borders at scale — without depending on foreign capital or simply speaking the right languages. We combine frontier technology like stablecoins and zero-knowledge proofs with traditional banking, payments, and foreign exchange infrastructure to make global payments settle in minutes.

We’re a Seed+ startup globally distributed across the US, Brazil, Mexico, Singapore, Portugal, and the Caribbean. We’ve processed over $1B in payments volume and are backed by some of the best high-frequency trading and venture firms in the world, including TCG, Jump, Hudson River Trading, and Coinbase; as well as angels from companies like Stripe, PayPal, Brex, Visa, Revolut, Grab, Solana, Circle, and JPMorgan Chase. Our team has previously built financial infrastructure at some of the world’s leading companies (Coinbase, Vanguard, Franklin Templeton, Chainalysis, Wells Fargo) as well as at startups and accelerators like YCombinator. We’re spending the best years of our lives building Sphere, driven by a shared belief in our mission to enhance human prosperity through cutting-edge technology, creating a modern SWIFT for the 21st century and beyond.

Key Responsibilities

• Manage the onboarding lifecycle of our enterprise customers, serving as their key liaison and ensuring timely setup
• Support customers in navigating our Anti-Money Laundering requirements, including Know-Your-Customer and enhanced due diligence checks
• Drive post-setup customer success with our enterprise customers, helping them unlock the full value of our offerings
• Build out and manage a robust, multi-channel customer support function (email, chat), to deliver quick and effective resolutions to customer inquiries
• Work closely with Sales & Product teams to transition customers to new product offerings or vendors
• Proactively gather and synthesize customer needs and feedback, identifying opportunities for product/UX improvements

Requirements

• Strong verbal and written communication skills in English and either Spanish or Portuguese
• Excels at multi-tasking and rapid context switching in fast-paced environments
• Demonstrated sense of ownership and strong project management & Organizational skills
• Analytical, with a proactive approach to problem-solving
• Strong interpersonal and relationship-building skills

Nice to haves

• Prior experience in a customer success, customer onboarding or customer-facing role
• Prior experience in Compliance, Payments or Web3
• Knowledge of SWIFT, SEPA, ACH, wire transfers, and other global payment networks.
• Understanding of foreign exchange (FX) processes, currency conversions, and multi-currency settlement
• Open to working flexible hours, and extended shifts, to meet business needs

Why Join Us?

• After years navigating the idea maze, we’ve stumbled on a previously unexplored path to exponentially boost human prosperity and make the world a fairer place. Join us in making a global impact, particularly in emerging regions that are just starting to connect.
• Have executive level impact, responsibility, and upside in an early-stage startup that has found initial product-market fit and has been growing more than 100% per month over the last year.
• Work on some of the hardest problems in the world, leveraging frontier technology in cryptography and distributed systems to modernize payments infrastructure from 1959.
• Unlock exceptional growth and learning opportunities in an environment that champions ownership, ambition, and innovation.
• Join as an early employee and help us define a world-class culture of collaboration, rationality, low ego/status, customer obsession, and output. There are rare learning opportunities, and you’ll be joining just as we start to scale.