Sphere Labs

• Own customer-facing communications across the full customer lifecycle, from onboarding through ongoing payment operations. • Manage KYB and KYC document collection, application tracking. Follow up proactively on stalled or incomplete applications. • Communicate approval notifications and provide post-approval guidance on account setup, testing, and settlement expectations. • Own first-line resolution for payment inquiries: transaction status, failed payouts, delayed settlements, deposit matching, account configuration, and wallet setup. • Provide accurate settlement time estimates and rail-specific guidance • Serve as primary backup for liquidity operations. Process manual cross-border transactions independently. • Own ticket hygiene across all customer channels: tagging, categorization, status updates, SLA tracking, and closure workflows. • Participate in daily queue monitoring. Proactively identify and claim tickets without waiting to be tagged. Flag tickets approaching SLA thresholds. • Help maintain the customer support knowledge base and onboarding FAQ. Document new edge cases and resolution patterns weekly. • Track and report operational metrics: open tickets, response times, SLA compliance, ticket volume by channel, and personal escalation rate. • Escalate selectively: compliance policy questions, complex entity structures, complex liquidity operations, provider-level disputes, and issues requiring banking partner coordination.

• Build internal tooling, automations, and workflows that allow to identify patterns in support volume, reduce manual effort and make the team faster. • Own engineering support end-to-end. You’ll triage incoming issues, diagnose root causes, and resolve them, including writing and shipping code fixes directly when the problem warrants it. • Engage directly with customers in the context of support and communicate clearly on technical issues, timelines, and resolutions. • Partner with product and engineering to define work that makes the platform easier to support: better error messages, smarter observability, improved defaults. Quantify the impact and make the case for prioritization. • Work together with product, engineering towards a product roadmap aiming reducing the number of technical queries received by support. • Collaborate with customer support, onboarding and payment ops teams to ensure workarounds are documented and used by AI to faster customer support. • Own our customer facing documents, ensuring accuracy and usefulness so customers can unblock their own agency.

• Build internal tooling, automations, and workflows that allow to identify patterns in support volume, reduce manual effort and make the team faster. • Own engineering support end-to-end. You’ll triage incoming issues, diagnose root causes, and resolve them, including writing and shipping code fixes directly when the problem warrants it. • Engage directly with customers in the context of support and communicate clearly on technical issues, timelines, and resolutions. • Partner with product and engineering to define work that makes the platform easier to support: better error messages, smarter observability, improved defaults. Quantify the impact and make the case for prioritization. • Work together with product, engineering towards a product roadmap aiming reducing the number of technical queries received by support. • Collaborate with customer support, onboarding and payment ops teams to ensure workarounds are documented and used by AI to faster customer support. • Own our customer facing documents, ensuring accuracy and usefulness so customers can unblock their own agency

• Own the release process — you're the last line of defense before code ships. That means uphold release criteria, coordinating across engineering, and making the call on whether something is ready to go. • Shape the CI/CD pipeline alongside engineering — defining what gates matter, what signals are trustworthy, and what tooling gives the team confidence at every stage from commit to deploy. • Work with product and engineering to translate user journeys and acceptance criteria into thorough, well-structured test cases — covering happy paths, edge cases, and failure modes across an expanding product surface area. • Execute those test cases continuously as the platform grows, catching regressions and surfacing bugs before they reach customers. • Collaborate with engineering to improve platform testability — better interfaces for test isolation, cleaner seams between components, and systems that make verification straightforward rather than painful. • Build and maintain automated test suites that scale with the product, reducing the manual burden over time and making quality a property of the delivery pipeline rather than a gate at the end of it. • Fundamentally raise the testing bar across the engineering team — through code review, documentation, pairing, and pragmatic guidance on what good testing looks like at each layer of the stack.

• Own the Full Sales Cycle Identify, prospect, and close enterprise deals with fintechs, banks, PSPs, and large corporates in Brazil • Manage complex, multi-stakeholder sales processes with procurement, legal, compliance, treasury, and C-suite buyers • Run discovery, demos, commercial negotiations, pilot programs, and implementation handoffs • Consistently meet and exceed quarterly and annual revenue targets. • Build & Manage Pipeline Leverage your existing network in Brazil's payments ecosystem to generate qualified opportunities • Develop territory and account plans that prioritize high-value, strategic accounts • Maintain disciplined pipeline hygiene and deliver accurate forecasts • Identify and manage local referral partners in the FX industry • Partner with Marketing on targeted campaigns, events, and content for the Brazilian market. • Sell Value at the Executive Level • Position stablecoin infrastructure as a strategic advantage—articulating FX savings, settlement speed, treasury optimization, and new product opportunities • Build business cases and ROI models tailored to each prospect's operations • Develop trusted relationships with CFOs, Heads of Treasury, Heads of Payments, and Chief Product Officers • Navigate regulatory and compliance conversations with confidence. • Be the Voice of Brazil • Represent Sphere at industry events, conferences, and in media engagements across Brazil • Provide market intelligence on competitive dynamics, regulatory developments (BCB, CVM), and customer needs • Collaborate with Product, Engineering, and Compliance to ensure our platform meets the specific requirements of Brazilian customers • Contribute to building a world-class sales playbook for the region.

• Develop tools to streamline and enhance internal operations. • Lead operations engineering projects that require coordination and alignment with multiple stakeholders. • Rapidly prototype and iterate on MVPs, with the flexibility to scale successful solutions or sunset those that do not meet business needs. • Design and implement tools to facilitate OTC trading for payment operations. • Automate the creation of operational reports and dashboards for compliance, settlement, and business metrics. • Build and maintain internal automations and webhook integrations between internal and external systems. • Collaborate with Customer Success, Compliance, and Finance teams to translate their workflows into effective tooling requirements. • Empower operations teams to manage their own tools and access, reducing reliance on engineering and minimizing bottlenecks.