[Hiring] Customer Operations Analyst @MoonPay

Role Description

As a Customer Support Specialist, you will help deliver fast, reliable, and high-quality support to MoonPay’s global customers and partners. You will investigate and resolve customer issues across multiple support channels, helping users successfully navigate MoonPay’s products and services. You will work closely with internal teams to resolve more complex cases, follow established support processes, and contribute feedback that helps improve the overall customer experience.

What you will do:

• Provide timely, high-quality support to MoonPay customers and partners across multiple channels such as email and Slack.
• Investigate customer issues, identify root causes, and resolve problems while ensuring a smooth and professional customer experience.
• Meet performance KPIs including CSAT, QA scores, and productivity targets.
• Accurately document customer interactions and case details within support tools and CRM systems.
• Collaborate with internal teams to resolve escalations and operational issues impacting customers.
• Identify recurring customer issues and share insights that help improve support workflows, documentation, and the overall customer experience.

Qualifications

• 1+ years of experience in Customer Support, Customer Success, or Operations roles within technology-driven companies.
• Experience working in fast-paced environments such as FinTech, Crypto, Web3, or Consumer Technology is preferred.
• Strong written communication skills and the ability to clearly explain complex issues to customers.
• Highly organized and detail-oriented, with the ability to manage multiple support cases simultaneously.
• Comfortable learning new tools, systems, and products quickly in a rapidly evolving environment.

Requirements

• Passionate about the promise of crypto and enthusiastic about creating stellar customer experiences.
• Detail oriented, with a desire to continuously improve operational processes.
• Continually curious and eager to learn, with a desire to proactively find solutions to problems.
• Action-oriented and can move quickly to meet the evolving needs of a fast-paced organization and industry.

Benefits

• This role will be remote.
• This is a 6 month fixed-term contract (FTC) position, with the potential for a permanent role subject to business needs and performance.

Company Description

Hi, we’re MoonPay. We’re here to onboard the world to the decentralized economy by making digital money move as universally and effortlessly as the internet.

MoonPay is a unified payments platform for digital currency. We make it easy for anyone, anywhere, to buy, sell, swap and pay in digital currencies as easy as sending an email.

Trusted by over 30 million customers and over 500 ecosystem partners, our secure, enterprise-grade platform is driving mainstream crypto adoption worldwide.

We collaborate with innovative brands and projects to build secure, scalable solutions for a blockchain-powered future.