Customer Experience Intern

About Brale
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.
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.

Your mission
Monitor and triage customer support tickets in Pylon (roughly 10–20 per day)

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

Guide customers to the right resources and documentation

Create and maintain runbooks and internal documentation so the team can move faster

Surface patterns and flag recurring issues to help improve customers’ experience with Brale and internal teams’ experience supporting customers

What you’ll learn
How stablecoin transactions flow end-to-end (and the most common failure modes)

How to write clear, useful runbooks and internal documentation

How CX partners with Product and Engineering to resolve issues and improve systems

What success looks like
Owning customer issues from the start of reporting to mitigation to full resolution

Runbooks and documentation are kept current and genuinely useful

You’re learning and growing throughout, it’s a meaningful experience

By the end, you can articulate how a stablecoin transaction flows end-to-end and confidently walk a customer through a troubleshooting process

A complete or meaningful contribution to a project that improves CX

What we’re looking for
Required
Some form of customer-facing experience: restaurant, retail, call center, IT helpdesk, or anything where you’ve had to actually help people

Empathy for customers and a sense of ownership when something goes wrong

Willingness to roll up your sleeves, learn new tools, and figure things out

Comfort operating in a fast-moving environment where processes are evolving and changing

Nice to have
Genuine curiosity about fintech, Web3, or programmable money (or excitement to learn)

Background or coursework in Web3, crypto, or financial technology

Work location and duration
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.
This is a 3 month paid internship.