Customer Success & Systems Specialist

About us:

Lunar Rails is a multi-entity fintech operating trading, invoicing, and payments business lines across global markets. We have the foundations of a customer success and onboarding system in place: CRM, KYC, automation, and communication tooling. But the function needs someone to own it properly, assess what is working, and build it into something excellent.

Why this role exists

This is not a role where you are handed a task list. You come in, understand what exists, form a view on what good looks like, and drive the improvements yourself. You report directly to the Director of Operations.

We are not looking for someone to manage the tools we have. We are looking for someone who sees AI and automation as the primary lever for building a client experience that feels effortless, and has the hands-on capability to build it that way from day one. We move at ludicrous speed and we expect this role to accelerate that, not keep up with it.

Please complete a brief online assessment, which will help us gain a better understanding of your working style and strengths in a practical context. Kindly note that completing the assessment is a must to be considered for this opportunity. https://app.testgorilla.com/s/3474azms

What you will own:

CS design and operations (50%)

• Audit the current onboarding and customer success process across all business lines, identify gaps, friction points, and opportunities
• Design and own the end-to-end client journey from first contact through to first trade or transaction
• Build the processes, SOPs, and documentation the team works from: written by you, not inherited
• Define what great looks like for the client experience at Lunar Rails and build toward it. Think about where AI can anticipate a client need before they express it, where an agent can replace a manual touchpoint, and where a human genuinely needs to stay in the loop
• Own KPI tracking from day one: time to first trade, onboarding completion rate, compliance review time, where clients drop off, reported weekly to the Director of Operations
• Set the standard for client communication: templates, tone, sequencing, timing
• Drive the CSAT programme once live and use the data to improve
• Work with the CS Activation Specialist to ensure clean handoffs between onboarding and activation
• Make decisions and move: you are setting the pace, not waiting for direction

Systems and integrations (40%)

• Audit the current automation and integration stack: CRM, KYC platform, workflow automation, notifications, and identify what needs fixing, rebuilding, or adding
• Own the full integration stack end to end once assessed: fix what is broken, complete what is partially built, maintain it going forward
• Ensure all automated communications are context-aware and triggered by the right client state, not by time elapsed
• Use AI and agentic frameworks to reduce manual intervention wherever possible: the goal is a system that improves itself, not one that needs constant maintenance
• Redesign client-facing intake and pre-qualification flows to reduce friction and drop-off
• Manage CRM configuration, pipeline stages, and reporting across all business lines
• Connect systems via APIs and webhooks without needing a developer: you read documentation, you figure things out, and you ship

Support with OTC desk operations (10%)

You will spend a small portion of your time supporting live trading desk operations. This is not a technical or strategic task: it means being available to accept and process OTC trades during your working hours, following a defined playbook that will be provided from day one.

This exists for one reason: coverage. Lunar Rails operates across time zones and having someone in the UAE or EU window means clients and counterparties are never waiting on a single point of contact.

Full training is provided. No prior trading experience is required. Once you are up to speed this should take no more than a few hours per week and will give you direct visibility into how clients experience the product you are building the CS system around.

How the first 30 days work

You are not given a project plan on day one. You are given access to everything: the tools, the team, the current process. You are expected to produce your own assessment within the first two weeks. That assessment becomes the roadmap. You then own delivering it.

What we are looking for

AI-native working style (this is not optional)

Lunar Rails moves at ludicrous speed. The expectation is not that you use AI tools occasionally: it is that AI is how you work. You use it to draft communications, design workflows, identify gaps in a process, build automations, and accelerate every part of the job. You are not learning AI on the side: you are already working this way and you have examples to show for it.

Beyond personal productivity, a core part of this role is helping Lunar Rails leverage AI and agentic frameworks to deliver a client experience that feels genuinely exceptional. That means thinking about where an AI agent can replace a manual touchpoint, where automation can anticipate what a client needs before they ask, and how to build systems that get better over time without someone maintaining them manually. If you have built something with an agentic framework, even a small experiment, that is more interesting to us than five years of traditional CRM experience.

Must have

• 3 to 6 years in customer success, onboarding, or CS operations: ideally in fintech, payments, trading, or a similarly fast-moving environment
• Has built or significantly improved a CS process before, not just executed one someone else designed
• Hands-on CRM experience: able to configure pipelines, automate workflows, and produce reporting independently
• Builds automations using AI-native tools and no-code or low-code platforms: you reach for AI first, not last, and you know when a workflow should be automated, when it should be agentic, and when a human needs to stay in the loop
• Comfortable connecting systems via APIs and webhooks without needing a developer: you read documentation, you figure things out, and you ship
• Has a point of view: you form opinions on what good looks like and can defend them

Nice to have

• Experience with KYC or identity verification platforms
• Background in crypto, OTC trading, or payments
• Experience designing client journey maps or onboarding playbooks from scratch
• Has built or experimented with agentic workflows: AI agents, multi-step reasoning chains, or LLM-powered automation

Not required

• People management experience: individual contributor role
• Software engineering background: integrations and operations, not development
• Financial qualifications: full training provided for desk coverage

Benefits & Perks

• Flexible working hours with hybrid WFH
• Comprehensive compensation packages
• A brand-new modern office near Dubai Marina
• Monthly team lunches, and a very healthy team events budget