Support Analyst, Customer Experience

 

 

 

 

 

 

 

Barcelona, Ireland, Lisbon, Netherlands, Poland, UK (remote/hybrid)

 

This is a 6 month contractor role, with an opportunity to become a full time, salaried employee

 

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

 

* 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.

 

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. 

 

* 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