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Moonpay

Crypto just got easy

Jan, 18

Fully Remote

Customer Care

Europe

About

Moonpay

Resources to find a job

Customer Operations Analyst

MoonPay builds payments infrastructure for cryptocurrencies. Our on- and off-ramp suite of products provides a seamless experience for converting between fiat and crypto using all major payment methods in over 160 countries. Our mission is to make cryptocurrencies accessible to over a billion people by 2030! 🚀

We are trusted by 250+ leading wallets, websites, and applications. Some of the biggest crypto brands in the world, including Bitcoin.com, Dapper Labs, OpenSea, Argent, ZenGo, Trust Wallet and Spot, rely on our technology. Through these partnerships alone, our products are used by over 5 million users worldwide. 🌎

One of the great things about working at MoonPay is that we are remote first. Our global team spans 25+ countries, and we pride ourselves on having a connected and inclusive culture that empowers people to do their best work. We give our team autonomy to move fast, innovate and take responsibility. Join us in our mission to build a better financial world!

We are very proud of our values and expect all those who join us to help us proactively drive and improve our culture, aligned to these values.

B - Be Humble
L - Lead with Empathy
O - Own It
C - Communicate Clearly
K - Kaizen
The Customer Operations team ❤️
We provide world class service to our customers and pride ourselves in supporting them through their journey with MoonPay, whether it could be a question around getting set up to more detail of the pricing and product. Whatever the question, we are here to help!

What you’ll do 👀
Communicate with MoonPay customers through a variety of channels
Provide knowledgeable and informative answers to questions about product, pricing and availability
Work closely with internal departments and partners to satisfy the customer’s needs
Prioritise customers’ requests based on time-sensitive needs
Conduct customer due diligence checks which can include card verification, KYC and transaction monitoring
Understand and share our customers’ feedback and feature requests to the relevant internal teams
Share knowledge and provide support to other customer success team members where possible

You should apply if ✅

Fluency in English both written and spoken
Fantastic verbal and writing skills, with an emphasis on clarity
Experience with providing world-class customer support via email, chat, and social media channels
Strong attention to detail and highly organized
Ability to work fast, multi-task, and think on your feet in high-pressure and fast-paced situations
Be empathetic and understanding, go above and beyond to solve customer problems
Tech savvy, comfortable learning new tools and platforms
Ability to communicate and build relationships with co-workers, business partners, and customers
Interest in digital assets and blockchain technologies

Nice to have 🤓

Experience with Zendesk or other CS management tool is a plus
Experience in a startup environment is a plus
An ability to generate ideas for scalable CS solutions
Business-fluency in a language other than English
Adaptability to an ever-changing environment and the capability to articulate thorough analysis to stakeholders
An understanding of how data can be utilized for machine learning systems
Research has shown that women are less likely than men to apply for this role if they do not have solid 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 you only are a 75% match. Skills can be learnt, diversity cannot.

We promote a diverse and inclusive culture at MoonPay.

Logistics 🛠
Unfortunately, we are unable to offer visas of any kind at this time!

Our interview process takes place on Google Hangouts and tends to consist of the following stages:

Recruiter call (20-30 minutes)
Initial screen (45 minutes)
Final interview (1 hour)
Please let us know if you require any accommodations for the interview process, and we’ll do our best to provide assistance

Benefits 💰
Stock options 📈
Unlimited holidays 🏝
Home office equipment allowance of $600 USD (or local equivalent) 🪑
Working in a disruptive and fast-growing industry where the possibilities are endless 🚀
Fully remote: your life, your way of working 🌎
Freedom, autonomy and responsibility 💪
Annual company retreat 🧘‍♀️