Customer Experience Intern

<h2>About Brale</h2><p style="min-height:1.5em">Brale is the infrastructure layer behind programmable money. We help fintechs and platforms launch and run compliant stablecoin programs—fast, multi-chain, and enterprise-ready.</p><p style="min-height:1.5em">We’re hiring a Customer Experience intern for our small but growing customer experience function. This is a hands-on role where you’ll work directly alongside our CX lead and get real exposure to how a modern fintech startup serves its customers and builds internal operations from the ground up.</p><p style="min-height:1.5em"></p><h2>Your mission</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Monitor and triage customer support tickets in Pylon (roughly 10–20 per day)</p></li><li><p style="min-height:1.5em">Investigate pending/failed transactions across internal tooling: identify where they’re stuck, why, and what next steps are needed; escalate with clear context when required</p></li><li><p style="min-height:1.5em">Guide customers to the right resources and documentation</p></li><li><p style="min-height:1.5em">Create and maintain runbooks and internal documentation so the team can move faster</p></li><li><p style="min-height:1.5em">Surface patterns and flag recurring issues to help improve customers’ experience with Brale and internal teams’ experience supporting customers</p></li></ul><p style="min-height:1.5em"></p><h2>What you’ll learn</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">How stablecoin transactions flow end-to-end (and the most common failure modes)</p></li><li><p style="min-height:1.5em">How to write clear, useful runbooks and internal documentation</p></li><li><p style="min-height:1.5em">How CX partners with Product and Engineering to resolve issues and improve systems</p></li></ul><p style="min-height:1.5em"></p><h2>What success looks like</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Owning customer issues from the start of reporting to mitigation to full resolution</p></li><li><p style="min-height:1.5em">Runbooks and documentation are kept current and genuinely useful</p></li><li><p style="min-height:1.5em">You’re learning and growing throughout, it’s a meaningful experience</p></li><li><p style="min-height:1.5em">By the end, you can articulate how a stablecoin transaction flows end-to-end and confidently walk a customer through a troubleshooting process</p></li><li><p style="min-height:1.5em">A complete or meaningful contribution to a project that improves CX</p></li></ul><p style="min-height:1.5em"></p><h2>What we’re looking for</h2><p style="min-height:1.5em"><strong>Required</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Some form of customer-facing experience: restaurant, retail, call center, IT helpdesk, or anything where you’ve had to actually help people</p></li><li><p style="min-height:1.5em">Empathy for customers and a sense of ownership when something goes wrong</p></li><li><p style="min-height:1.5em">Willingness to roll up your sleeves, learn new tools, and figure things out</p></li><li><p style="min-height:1.5em">Comfort operating in a fast-moving environment where processes are evolving and changing</p></li></ul><p style="min-height:1.5em"><strong>Nice to have</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Genuine curiosity about fintech, Web3, or programmable money (or excitement to learn)</p></li><li><p style="min-height:1.5em">Background or coursework in Web3, crypto, or financial technology</p></li></ul><p style="min-height:1.5em"></p><h2>Work location and duration</h2><p style="min-height:1.5em">Fully remote is welcome. If you’re in the Des Moines area, there’s an option to work from the office, but this is optional.</p><p style="min-height:1.5em">This is a 3 month paid internship.</p>