At Rain, we’re rebuilding the global financial pipes money flows through. As we scale our Customer Experience organization, we’re investing in practical, durable systems that help teams do great work every day — not just more process for process’s sake.

We’re looking for a CX Operations & Enablement Lead who can roll up their sleeves early, help unblock day-to-day CX work, and then turn what they learn into clear processes, documentation, and training. This role is ideal for someone who enjoys doing the work, spotting patterns, and building structure from real operating experience.

This is an individual contributor role with high ownership. It does not include people management or day-to-day ownership of frontline support outcomes.

What You’ll Do

Early Phase (Hands-On, In the Work)

Support CX teams by helping clarify workflows, documentation, and “how things work”
Assist with onboarding and training of new CX team members
Help clean up, organize, and improve existing SOPs and internal docs
Partner closely with CX Team Leads, QA, and Analytics to understand where teams are getting stuck
Act as a flexible operator where structure is still forming

Build & Systematize (Ongoing)

Design and maintain scalable CX processes, SOPs, and playbooks
Turn ad-hoc knowledge and tribal context into clear, usable documentation
Build onboarding and ongoing enablement materials that reduce confusion and rework
Partner with QA to align documentation with quality standards
Partner with Analytics to ensure processes support clean, consistent data

Tools & Change Enablement

Help evaluate CX tools, platforms, and solutions
Support rollout planning, documentation, and adoption for new tools or workflows
Translate product, compliance, and operational changes into CX-ready guidance