Client Operations Specialist

About Dakota

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. We value high quality work, clear thinking and ownership.

The Role

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. As you build depth across our payment rails, you’ll have the chance to take on more scope and grow into more senior responsibilities.

What You'll Do

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

What We're Looking For

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

How We Work

At Dakota, we value people who:

Strive for excellence

Practice extreme ownership

Experiment fearlessly and learn quickly

Stay close to customers

Communicate clearly and directly

What We Offer

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