Customer Experience

## Operations Manager, Customer ExperienceMoonPay**Hi, we’re MoonPay. We’re here to onboard the world to the decentralized economy.**Because crypto and blockchain aren’t just technologies—they’re tools for global financial empowerment. They give people control over their money, their digital assets, and their future, unlocking opportunities that traditional systems have kept out of reach.**What we do**At MoonPay, we’re building the infrastructure that powers this new financial system. We make it easy for anyone, anywhere, to buy, sell, and trade crypto using everyday payment methods like cards, Apple Pay, PayPal, Revolut and Venmo. We provide simple tools to send, receive, and manage stablecoins, so anyone can participate in the crypto economy confidently.Trusted by nearly 30 million customers and over 500 companies, 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. And we’re committed to doing it right—fully licensed in the U.S. and regulated across the UK, EU, Canada, and Australia—because trust and compliance are non-negotiable.But we’re just getting started. We’ve launched a consumer app that makes crypto accessible, intuitive, and usable for everyone, and it’s growing fast. We’re iterating every day to make it the best it can be.If you believe financial freedom should be for everyone—if you believe in building a fairer, more open financial system—we want you with us. To build systems that benefit all, we need contributions from all, regardless of background.**Come build the future of payments and the decentralized economy with MoonPay. Let’s make financial freedom and autonomy the new normal.**** Location supported**Philippines, on a hybrid model** About the Opportunity**We are seeking a Manager for our Customer Experience (CX) and Vendor Operations team to ensure that we are providing best-in-class support for MoonPay customers.In this role, you’ll oversee both a regional team of high performing CX Support Agents, as well as our BPO partnerships. You’ll be responsible for ensuring high-quality support for MoonPay customers through these teams, which involves management of performance, maintaining compliance, and working cross-functionally to drive continuous improvement to the overall customer experience.** What you will do**\* Manage, support, and coach high performing CX Support Agents through team meetings, regular 1:1s, performance reviews, and continuous feedback\* Manage and oversee relationships with BPO partners providing customer support services\* Oversee your team’s work for quality and process compliance, ensuring both the individuals and your team meet organisational SLAs and KPIs. Ensure BPO partners are meeting agreed-upon service level agreements (SLAs) and key performance indicators (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. Monitor and evaluate BPO partner performance through regular audits, reporting, and feedback sessions\* 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 enquiries, complaints and manager escalations via email, chat, phone, and social. Occasional weekend work may be required\* Identify and lead initiatives and cross-functional projects that aim to improve operational processes that impact your team and/or BPO partnerships, with a focus on process development, quality assurance, scalability and governance\* Support and mentor your team in identifying and implementing workflow improvements that span updates to content, technology, and processes. Identify and implement process improvements and best practices in collaboration with BPO partners.\* Manage contract negotiations and renewals with BPO partners.** About You**The right candidate for this role is enthusiastic about creating stellar customer experiences and building a world class team. You are detail oriented, with a desire to continuously improve operational processes and proactively find solutions to problems. You are action-oriented and can move quickly to meet the evolving needs of a fast-paced organisation and industry. You are passionate about leading teams, mentoring high performers and enjoy being a culture carrier for your organisation.**What you will need**\* 5+ years of management experience in Customer Support, Customer Success and/or Operations\* Experience working with and managing Business Process Outsourcing (BPO) relationships\* Experience in contract management and negotiations\* Experience in FinTech, Crypto, Web3, Consumer Tech\* Strong written and verbal communication skills\* Experience in data analysis and reporting\* Familiarity with support CRM systems, preferably Amazon Connect\* Ability to manage cross-functional projects\* Experience working in a quickly scaling environment and ambiguity\*Ability to understand complex systems and distill into clear operational processesWe’re looking for people who live our core values, those who strive for excellence and want to leave a lasting legacy on the global financial system. Our values:**B** - Be Hungry**L** - Level Up**O** - Own It**C** - Crypto Curious**K** - Kaizen**What’s in it for you********Competitive salary package****** **Equity package:** We believe financial freedom starts with our employees, so all employees have ownership at MoonPay **Pay for performance equity bonus:** Those who drive outsized outcomes receive outsized rewards **Unlimited holidays:** We give you the autonomy to choose when to work (and when to switch off) **Hybrid working schedule:** Work fully remotely or your nearest Moonbase, the choice is yours **Private Healthcare benefits:** To protect you and your loved ones **Enhanced parental leave:** So you can spend more time with your loved ones without a second thought **Annual training budget:** We support your training journey every step of the way **Home office setup allowance:** Create the home office of your dreams **Remote working allowance:** Those working fully remotely get a little extra for utilities **Monthly budget to spend on our products and zero fee crypto transactions:** Cultivate your inner DEGEN **Employee referral programme:** Great people know great people, refer them to receive 10K in USDC **Regular remote company offsites:** Meet your colleagues regularly for high impact in person sessions and hackathons** Working in a disruptive and fast-growing company where excellence is rewarded**At MoonPay, you’ll work alongside driven, resourceful people who are passionate about excellence in everything they do. Kaizen is more than just a saying here, it’s a mindset. We encourage you to think big, take risks, and push the boundaries of what’s possible, knowing you have the support of a team that wants to see you grow. We’re listed in the and consistently strive to provide an environment where everyone feels they can their best work.Whether you’re remote or collaborating with teammates around the world, you’ll find opportunities here to do the best work of your career while shaping the future of the decentralized economy.**Commitment To Diversity**Research has shown that women are less likely than men to apply for this role if they do not have experience in 100% of these areas. Please know that this list is indicative, and that we would still love to hear from you even if you feel that you are only a 75% match. Skills can be learnt, diversity cannot.Please#J-18808-Ljbffr