Manager, Customer Experience

📋 Description

• Lead a team through AI-powered workflow improvements that cut confusion for agents and customers
• Build the frameworks, tooling, and processes that let us support customers well across every channel
• Keep MoonPay covered 24/7 across in-house teams and outsourcing vendors, and hold partners to a
• Run the queues and lead incidents, from the first alert through the post-mortem
• Partner with Product and Engineering to improve the product, walking them through real tickets and
• Segment our customers and design the right experience for each, from white glove and escalations to

🎯 Requirements

• 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 in
• Strong communication skills, with the ability to engage customers empathetically and with precision
• Experience managing outsourcing/BPO vendors and running 24/7, multi-channel operations
• Experience leading incident response with calm, clear communication

🎁 Benefits

• Competitive salary package
• Equity package: financial freedom starts with our employees, so all employees have ownership at
• Pay-for-performance equity bonus: those who drive outsized outcomes receive outsized rewards
• Moonshot award: we honor exceptional impact. 20 employees a year, each earning a $250,000 equity
• Pension: employer contributions from day one
• Employee referral program: refer great people, earn 10K in USDC