Web3 Customer Support Jobs in Miami, United States

About Us

OpenFX is on a mission to move money as freely as data, unrestricted by time zones, banking hours, or legacy systems. We are building the infrastructure that will power the next generation of cross-border payment systems for institutions. The team's execution has been exceptional, and we're scaling at a remarkable pace. Our stellar early team brings experience at companies such as J.P. Morgan, Goldman Sachs, FalconX, PayPal, Affirm, Polygon, Kraken, Nium, Visa, Mastercard and others. We're backed by Accel, Lightspeed, M13, Northzone, Pantera, and other top-tier investors.

About the Role

We are hiring a Client Success, LatAm to join our Latin America go-to-market team in Miami, reporting to the Head of Client Success, LatAm. You will own the day to day relationship for a portfolio of institutional clients, including payment companies, PSPs, fintechs, and digital asset platforms, and help them move more of their cross-border flow through OpenFX.

The role blends full ownership with close support. Roughly 60% of your time goes to running your own book of growing accounts end to end, and about 40% goes to supporting our largest Latin America relationships alongside the Head of Client Success. You will work daily with Sales, Trading Operations, Product, Compliance, and RevOps.

What You'll Do

• Own a portfolio of institutional clients as their primary point of contact so every account has a clear owner and a relationship that keeps getting stronger.
• Build and run an account growth plan for each client so you understand their business model, priorities, and where more of their FX flow can come to OpenFX.
• Grow transaction volume by helping clients optimize their FX flows, pricing, and settlement setup so they trade more, and more often, on our platform.
• Monitor client health and trading activity so you spot slowdowns early and bring accounts back before they go quiet.
• Expand accounts through upsell and deeper product use so fast-growing clients become some of our largest relationships.
• Own the cross-sell pipeline for new currency pairs and products as they launch globally so clients adopt more of the platform.
• Price thoughtfully and escalate exceptions early so growth stays profitable.
• Support our largest Latin America accounts on trades, settlement, pricing, and new product setup, partnering with Trading Ops and Product so issues get solved fast and client feedback shapes the roadmap.
• Build and maintain a structured playbook for long-tail accounts so coverage stays consistent as the book scales.
• Use AI to automate routine workflows and surface client insights, working with RevOps, so the team spends more time on high-value client conversations.

What You Should Bring

• 3+ years in fintech or financial services, and 7+ years of total experience across account management, sales, consulting, or business operations.
• Fluent in Spanish AND Portuguese
• Working knowledge of payments and FX, including how cross-border flows, settlement, and pricing fit together.
• A track record of managing and growing a book of clients independently, with full ownership of outcomes.
• Confidence negotiating pricing and volume with senior client stakeholders.
• Comfort with data: you use CRM and analytics tools to understand client health and decide where to spend your time.
• Experience building repeatable account management systems for a large portfolio, not just a handful of top clients.
• Advanced fluency with AI tools such as Claude, applied as a core part of how you work every day.
• Clear, candid communication in writing and in person, including raising risks to leadership early.
• Strong working relationships with Product, Operations, and Compliance teams, and the ability to get things prioritized for your clients.
• A high degree of trust, comfort with ambiguity, and a bias for action. You own outcomes, not activity. Fluency with Google Workspace, Slack, and Notion. Based in or willing to relocate to Miami.

Even Better

• Experience at a remittance company, PSP, neobank, or payment infrastructure company.
• A strong understanding of FX markets and trading operations.
• Familiarity with stablecoins and US payment rails such as ACH, Fedwire, and RTP.

What We Offer

• Competitive salary and benefits package.
• Equity in a rapidly growing company.
• Opportunity to work in a fast-paced startup at the forefront of fintech innovation.
• Opportunity to make a significant impact on global financial infrastructure.
• Collaborative work culture with emphasis on personal and professional growth.

We are committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.