EMEA Team Lead, Customer Experience (CX)
About MoonPay 🌖💸
Hi, we’re MoonPay. We’re here to onboard the world to Web3.
Why? Because we think Web3 is a unique and democratizing 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 16 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. At the start of 2023, we launched 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, so we’re working to hone it further.
So whatever your background, we’re sure there’s something for you here. Come help us build the future of Web3 and digital ownership.
Locations Supported 🌍
London, Lisbon, Dublin
This role will be hybrid, and will require you to spend some portion of your time in our office in one of these locations.
About the Opportunity ✍️
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.
In this role, you’ll oversee a regional team of high performing CX Support Analysts and collaborate cross-functionally with other operational teams to ship initiatives that improve processes and the overall customer experience.
What you will do…
Manage, support and coach high performing CX Support Analysts through team meetings, regular 1:1s, expectation setting and continuous feedback.
Oversee your team’s work for quality and process compliance, ensuring both the individuals and your team meet organizational 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 training.
Provide quality customer service, including answering customer inquiries, complaints and manager escalations.
Lead 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.
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. You are action-oriented and can move quickly to meet the evolving needs of a fast-paced organization. You are passionate about leading teams, mentoring high performers and enjoy being a culture carrier for your organization.
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 - and they are…
B - Be Humble
L - Lead with Empathy
O - Own It
C - Communicate with Clarity
K - Kaizen
What you will need…
Experience in Customer Support, Customer Success and/or Operations
Experience leading a team, preferably in a quickly scaling environment
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 Zendesk
Ability to manage cross-functional projects
Ability to understand complex systems and distill into clear operational processes
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.
Equity package 📈
Unlimited holidays 🏝
Paid parental leave 👶 🍼
Annual training budget 💻
Home office setup allowance 🪑
Working in a disruptive and fast-growing industry where the possibilities are endless 🚀
Freedom, autonomy and responsibility 💪
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.