Senior Operations Associate

About the role

In this role, you will oversee day-to-day operations for strategic partners, ensuring effective communication and timely resolution of issues. You will collaborate closely with various teams, including Finance and Engineering, to manage billing inquiries and provide technical support.

As part of a remote-first company, you will contribute to building efficient workflows and reporting systems that enhance partner engagement and operational performance. Success in this position involves not only resolving complex issues but also identifying growth opportunities through data analysis.

The base salary for this role ranges from $112,000 to $188,000, depending on location.

Skills that matter here

• customer operations: This role requires managing daily support for partners, ensuring their operational needs are met.
• partner operations: You will coordinate with partners to streamline processes and enhance collaboration.
• technical account management: The position involves handling technical escalations and ensuring effective communication between partners and engineering teams.
• customer success: Your focus will be on improving partner relationships and ensuring their ongoing satisfaction.
• payments infrastructure: A strong understanding of payment systems is necessary to support partners effectively.
• analytical skills: You will analyze data to create reports that inform strategic decisions and identify trends.

Who this role suits

• A professional with over 5 years of experience in customer or partner operations, especially in fintech or crypto.
• Someone who thrives in a collaborative environment and can effectively communicate technical concepts to non-technical stakeholders.
• An analytical thinker who enjoys using data to drive decision-making and improve operational workflows.
• A proactive problem-solver who can manage multiple priorities and deliver results in a fast-paced setting.

From the employer

• Own day-to-day operational support for strategic partners, providing clear accountability, proactive communication, and timely follow-through.
• Manage billing inquiries and discrepancies with Finance, ensuring invoices reflect agreed commercial terms and issues are resolved promptly.
• Coordinate technical support and escalations with Engineering and Solutions Architecture, tracking issues through resolution and keeping partners informed.
• Deliver monthly partner reporting on transaction volume, product usage, fees, and operational performance, highlighting trends, risks, and growth opportunities.
• Partner with Sales and Account Management to support onboarding, post-launch adoption, business reviews, and ongoing account planning.
• Build repeatable workflows, playbooks, and automation for common partner needs, reducing manual work and improving response times as the partner base scales.

• 5+ years of experience in customer operations, partner operations, technical account management, or customer success at a PSP, fintech, bank, or crypto company.
• Experience supporting strategic enterprise customers across billing, reporting, technical escalations, and ongoing account management, with a track record of resolving complex issues across technical and business teams.
• Working knowledge of payments infrastructure, including stablecoins, cross-border payments, payment rails, and digital wallets, with the ability to explain operational and technical issues clearly to both partner teams and senior stakeholders.
• Strong analytical skills, with experience turning transaction, usage, and billing data into accurate reports and actionable recommendations.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

• Base salary varies by location, with a range of $112K-$188K.
• Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
• Equal Opportunity Employer.