Manager, Customer Experience

The role

Lead a customer experience team that supports MoonPay customers and partners worldwide. Use AI to improve support workflows, manage 24/7 coverage across in-house and outsourced teams, and work with Product and Engineering to improve the product.

What you will do

• Lead a team through AI-powered workflow improvements
• Build frameworks, tooling, and processes for support across all channels
• Keep MoonPay covered 24/7 across in-house teams and outsourcing vendors
• Run queues and lead incidents from first alert through post-mortem
• Partner with Product and Engineering to drive product fixes from customer tickets
• Segment customers and design experiences for each segment
• Shape support policies that balance risk and customer value, with Compliance
• Own support readiness for every new launch
• Spend time in the queue learning the work
• Lead net-new ideas for a growing team

Required qualifications

• 5+ years in customer support or support operations, including 2+ years managing people
• Fluency in crypto, including on-ramps, wallets, and payments
• Track record of improving support workflows with AI and automation, with measurable gains
• Strong communication skills, with empathetic and precise customer engagement
• Experience managing outsourcing/BPO vendors and running 24/7, multi-channel operations
• Experience leading incident response with calm, clear communication
• Fluency with support tooling, both internal and external
• Ability to influence cross-functional partners, especially Product, with customer stories and data
• Sound judgment on risk, compliance, and customer value
• Autonomy, a bias for action, and comfort with ambiguity

Nice to have

• Experience in fintech or payments
• Experience building white glove, partner, or escalation programs
• Experience launching new products or markets from a support perspective
• Familiarity with KYC/AML, fraud, or chargeback workflows
• SQL or BI skills to analyze data directly

Benefits

• Competitive salary package
• Equity package with ownership for all employees
• Pay-for-performance equity bonus
• Moonshot award: $250,000 equity grant for 20 employees a year
• Employer pension contributions from day one
• Employee referral program: 10K in USDC
• Flexible time off
• End-of-year company-wide recharge period
• Birthday leave
• Enhanced parental leave
• Hybrid working schedule, or fully remote from nearest Moonbase
• Private healthcare benefits

Before you apply

• Relocation available

About the company

MoonPay builds infrastructure for moving value, including crypto, stablecoins, and tokenized assets. It serves 30M+ customers and 500+ ecosystem partners, is licensed in the U.S., and is regulated across the UK, EU, Canada, and Australia.