Client Operations Specialist

Dakota is a stablecoin infrastructure platform powering modern financial products through regulated money movement, stablecoin orchestration, and cross-border settlement. We serve institutional clients (fintechs, payment service providers, marketplaces, and enterprises) through an API-first platform that abstracts the complexity of custody, compliance, settlement, and banking partnerships. We are a remote first team across North America and Europe. You'll join our Client Operations team as the first line for client questions: tracing payments, resolving exceptions, and making sure every client gets a fast, accurate response. You'll also turn what you learn into runbooks, help center articles, and fixes, so the same problem doesn't come back. This is a hands-on role with a lot of ownership. You'll work directly with our operations leadership, engineering, and compliance teams.

Responsibilities

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 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

Requirements

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

Nice to have

Experience with stablecoins or crypto payment rails; Direct experience working exceptions with bank partners; Familiarity with Pylon, Salesforce, Linear, Datadog, KYB/C verification tools, or similar tools; You use AI tools daily and like building small automations; Exposure to KYB/KYC onboarding workflows

Benefits

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