Support Analyst, Customer Experience

Hi, we’re MoonPay. We’re here to onboard the world to Web3.

Why? Because we think Web3 is a unique and democratising technology. It gives people back control of their money, digital identity, data, and property like nothing else before it.

We’re the leading infrastructure company in Web3. This means we offer our partners everything from payment solutions (we call them ‘Ramps’) to minting software for digital collectibles, like NFTs. And over 20 million people around the world now trust our products — just take a look on Trustpilot.

We’re also big on collaborations. And we’ve worked on stunts, drops, and partnerships with some of the world’s most prestigious and forward-thinking brands.

But that’s not all. We have also built our own consumer app because we wanted to see if we could build a better Web3 account. It’s taken off in a big way, and we’re working hard to continually improve it and to strive for perfection.

So whatever your background, we’re sure there’s something for you here. Come help us build the future of Web3 and digital ownership.

Barcelona, Ireland, Lisbon, Netherlands, Poland, UK (remote/hybrid)

This is a 6 month contractor role, with an opportunity to become a full time, salaried employee

MoonPay is a global team imagining and building the products and culture of tomorrow.

We’re driven by our deep belief that blockchain technology will become the status quo, so we commit all our talent to creating the best web3 experiences for everyone, everywhere. We rely on our open and inclusive culture to foster speed, innovation and responsibility. Our diverse team is an ongoing inspiration for easy, effective and accessible products.

Join our mission to onboard the world into web3 and empower millions to own, create and share value freely.

We are seeking a Support Analyst for our Customer Experience (CX) team to ensure that we are providing best-in-class support for MoonPay customers.

In this role, you’ll provide support to global MoonPay customers and clients across a variety of channels, while also acting as a subject matter expert that owns processes and drives improvements in your space. Your ultimate goal is to continuously create better experiences for customers

* Provide customer support for MoonPay customers across multiple channels (email, chat, voice, social).

* Meet performance KPIs including NPS, CSAT, QA, and productivity.

* Partner with internal MoonPay teams to resolve escalations and other business tasks.

* Create and maintain support processes, workflows and documentation.

* Identify and provide solutions for customer experience opportunities, provide feedback and data to support your recommendations.

* Serve as a subject matter (domain) expert for a specific focus area.

* Within your domain, occasionally complete assigned project work and train teammates, including BPOs.

The right candidate for this role is passionate about the promise of crypto and enthusiastic about creating stellar customer experiences. You are detail oriented, with a desire to continuously improve operational processes. You are continually curious and eager to learn, with a desire to proactively find solutions to problems. You are action-oriented and can move quickly to meet the evolving needs of a fast-paced organization and industry.

* Experience in Customer Support, Customer Success and/or Operations

* Experience in FinTech, Crypto, Web3, Consumer Tech

* Strong written and verbal communication skills

* Experience working in a quickly scaling environment and ambiguity

* Familiarity with support CRM systems

Most importantly, though, you will embody the core principles that everyone here at the MoonPay lives by. Our “BLOCK Values” are at the heart of everything we do – and they are…

B – Be Hungry

L – Level Up

O – Own It

C – Crypto Curious

K – Kaizen

Working in a disruptive and fast-growing industry where the possibilities are endless

Freedom, autonomy and responsibility

At MoonPay we believe that every voice matters. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. That’s why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including, but not limited to, hiring, recruiting, promotion, termination, layoff, and leave of absence.

MoonPay is also committed to providing reasonable accommodations in our job application procedures for qualified individuals with disabilities. Please inform our Talent Team if you need any assistance completing any forms or to otherwise participate in the application process.