Role in brief
Dakota is a stablecoin infrastructure platform looking for a Client Operations Specialist to manage client support and payment inquiries. Ideal candidates have experience in payment operations and strong problem-solving skills.
About the role
As a Client Operations Specialist at Dakota, you will be responsible for managing the client support queue, addressing inquiries from API and business banking clients, and resolving payment issues across various transaction methods. This role is crucial in ensuring a seamless experience for institutional clients, including fintechs and payment service providers.
You will work in a remote-first environment, collaborating with a team that values quality work and ownership. Success in this role involves not only resolving client issues but also identifying recurring problems and contributing to operational improvements. Your ability to communicate clearly and work with bank partners will be essential.
Skills that matter here
- payment operations: This role requires prior experience in payment operations to effectively manage client inquiries and troubleshoot issues.
- client support: Strong client support skills are necessary to triage and resolve questions from clients efficiently.
Who this role suits
- Someone with 1-3 years of experience in payment operations or client support within fintech or payments.
- A clear and calm communicator, especially in challenging situations.
- An analytical thinker who enjoys problem-solving and addressing root causes.
- Preference for candidates located in the Eastern Time zone.
From the employer
- Own the client support queue: triage, respond, and resolve inbound questions from API and business banking clients
- Investigate and resolve payment exceptions across wires, ACH, SWIFT, and stablecoin rails, including traces, returns, recalls, and delayed payments
- Work with our bank partners on payment investigations
- Keep clients updated on onboarding and account status
- Monitor transaction activity and alerts, and flag anything unusual early
- Write clear bug reports and feature requests so engineering can act fast
- Build and maintain runbooks and help center articles based on real client questions
- Spot the top recurring issues each week and push to eliminate them
- 1–3 years in payment operations or client support at a fintech, BaaS provider, neobank, or payments company.
- Working knowledge of wires, ACH (returns, NOCs, reversals), and SWIFT (MT103s, UETRs, intermediary banks).
- Comfort reading API responses, transaction data, and logs to figure out what happened
- Clear, calm writing, especially when the news isn't good
- An instinct to fix root causes, not just close tickets
- Sound judgment about what to handle yourself and when to escalate
- Preference to be based in the Eastern Time (ET) zone
- Engaging problems that increase economic freedom globally
- Competitive salary and equity
- Employee-friendly equity terms (extended exercise)
- Remote work, no commuting to the office
- Paid co-working space/desk at an office
- Health, dental, and vision insurance
- Regular team events and off-sites
Questions about this role
Is this position remote?
Yes, Dakota is a remote-first company with team members across North America and Europe.
What kind of experience is required for this role?
Candidates should have 1-3 years of experience in payment operations or client support, particularly in a fintech or payments context.
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