Customer Experience Operations & Enablement Lead
Role Overview
This is a senior individual contributor role as a CX Operations & Enablement Lead at Rain, focusing on building scalable processes and systems for the Customer Experience team. Day-to-day responsibilities include hands-on support to unblock workflows, designing SOPs and playbooks, creating training materials, and translating operational changes into clear guidance. The hire will impact by reducing confusion, speeding up new hire ramp-up, and ensuring documentation aligns with real workflows to support team efficiency.
Perks & Benefits
The role is fully remote, offering flexibility in location, with likely expectations for collaboration across time zones typical in tech companies. It provides high ownership and career growth through building durable systems, with a supportive, low-ego culture focused on practical solutions rather than bureaucracy. Benefits may include standard tech perks like health insurance and professional development opportunities, though not explicitly stated.
Full Job Description
Overview
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
What Success Looks Like
Teams spend less time asking “how does this work?”
New hires ramp faster and more confidently
CX documentation reflects real workflows, not idealized ones
Changes ship with clearer guidance and fewer downstream issues
Enablement feels supportive, not bureaucratic
What You Bring
Experience in CX operations, enablement, support, or adjacent operational roles
Comfort being hands-on and working through ambiguity
Strong process thinking and documentation skills
Ability to see patterns and turn them into systems
Clear written and verbal communication
Collaborative mindset and low-ego approach
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