EMEA Team Lead, Customer Experience @Moonpay

[Hiring] EMEA Team Lead, Customer Experience @Moonpay

Apr 02, 2025 - Moonpay is hiring a remote EMEA Team Lead, Customer Experience. 💸 Salary: unspecified. 📍Location: Europe.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We are seeking an EMEA Team Lead for our Customer Experience (CX) team to ensure that we are providing best-in-class support for MoonPay customers.

Manage, support, and coach high performing CX Support Agents through team meetings, regular 1:1s, performance reviews, and continuous feedback.
Oversee your team’s work for quality and process compliance, ensuring both the individuals and your team meet organisational SLAs and KPIs.
Create and maintain comprehensive reports tracking team performance and operational metrics (customer trends, inbound volumes, productivity); complete regular analysis and communicate insights/recommendations for improvement.
Manage your team capacity through time-off requests and shift scheduling to ensure there are no disruptions to our 24/7 operations.
Assist with hiring and new team member onboarding and training.
Provide quality customer service, including answering customer inquiries, complaints and manager escalations via email, chat, phone, and social. Occasional weekend work will be required.
Identify and lead initiatives and cross-functional projects that aim to improve operational processes that impact your team, with a focus on process development, quality assurance and scalability.
Support and mentor your team in identifying and implementing workflow improvements that span updates to content, technology, and processes.

Qualifications

Enthusiastic about creating stellar customer experiences and building a world-class team.
Detail-oriented, with a desire to continuously improve operational processes and proactively find solutions to problems.
Action-oriented and can move quickly to meet the evolving needs of a fast-paced organisation and industry.
Passionate about leading teams, mentoring high performers, and enjoy being a culture carrier for your organisation.

Requirements

Benefits

Equity package 📈
Unlimited holidays 🏝
Paid parental leave 🍼
Annual training budget 💻
Home office setup allowance 🪑
Monthly budget to spend on our products 💰
Working in a disruptive and fast-growing industry where the possibilities are endless 🚀
Freedom, autonomy and responsibility 💪

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Before You Apply

️

📍	Be aware of the location restriction for this remote position: Europe
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

EMEA Team Lead, Customer Experience @Moonpay

Customer Service

Salary 💸 unspecified	Remote Location Europe
Job Type full-time	Posted Apr 02, 2025

️

📍	Be aware of the location restriction for this remote position: Europe
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.