Support Analyst, Customer Experience APAC

2 weeks ago

Manila, National Capital Region, Philippines MoonPay Full time
Support Analyst, Customer Experience [APAC]

About MoonPay
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.
What We Do
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.
Come help us build the future of Web3 and digital ownership.
Locations Supported
Barcelona, Ireland, Lisbon, Netherlands, Poland, UK (remote/hybrid)
Role Details
This is a 6 month contractor role, with an opportunity to become a full time, salaried employee.
About The Opportunity
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.
What you will do

  • 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
About You
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.
What you will need
  • 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:
B - Be Hungry
L - Level Up
O - Own It
C - Crypto Curious
K - Kaizen
MoonPay Perks
Working in a disruptive and fast-growing industry where the possibilities are endless.
Freedom, autonomy and responsibility.
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 let us know if you require any accommodations for the interview process, and we'll do our best to provide assistance.
Commitment To Diversity
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.
Please be aware that MoonPay does not request an AI-led interview without seeing a recruiter or team member from MoonPay on video call. We won't ask for your personal identification documents or any money from you during your interview process with us. Be fraud smart If you receive an email - claiming to be from MoonPay - but from an email address ending in anything other than @moonpay.com, please be aware that this is not us.
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