Global Customer Support Professional, Web3 Innovator

2 weeks ago


Manila, National Capital Region, Philippines MoonPay Full time

MoonPay: A Pioneer in Web3 Infrastructure

Company Overview

We're a leading infrastructure company in Web3, dedicated to creating innovative solutions for payment processing, digital collectibles, and more. Our mission is to onboard the world to Web3 and empower individuals to own, create, and share value freely.

Job Opportunity

We're seeking an experienced Support Analyst to join our Customer Experience team, ensuring best-in-class support for our global customers. In this role, you will provide support across multiple channels, act as a subject matter expert, and drive process improvements to enhance customer experiences.

Key Responsibilities:

  1. Provide exceptional customer support through various channels (email, chat, voice, social)
  2. Meet performance KPIs, including NPS, CSAT, QA, and productivity
  3. Collaborate with internal teams to resolve escalations and business tasks
  4. Develop and maintain support processes, workflows, and documentation
  5. Identify opportunities for customer experience improvement and provide data-driven recommendations
Requirements

To succeed in this role, you must have:

  • Experience in customer support, customer success, and/or operations
  • Knowledge of FinTech, Crypto, Web3, and Consumer Tech
  • Strong written and verbal communication skills
  • Familiarity with support CRM systems
What We Offer

MoonPay offers a dynamic and inclusive work environment, where you can grow professionally and personally. As a member of our team, you will enjoy:

  • A collaborative and fast-paced work environment
  • Opportunities for professional growth and development
  • Competitive compensation and benefits packages


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