Customer Operations Analyst – 6 month FTC
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Job Description
Customer Support Specialist providing timely and high-quality support through various channels. Investigating issues and collaborating with teams to enhance customer experience at MoonPay.
Responsibilities:
- Provide timely, high-quality support to MoonPay customers and partners across multiple channels such as email and Slack.
- Investigate customer issues, identify root causes, and resolve problems while ensuring a smooth and professional customer experience.
- Meet performance KPIs including CSAT, QA scores, and productivity targets.
- Accurately document customer interactions and case details within support tools and CRM systems.
- Collaborate with internal teams to resolve escalations and operational issues impacting customers.
- Identify recurring customer issues and share insights that help improve support workflows, documentation, and the overall customer experience.
Requirements:
- 1+ years of experience in Customer Support, Customer Success, or Operations roles within technology-driven companies.
- Experience working in fast-paced environments such as FinTech, Crypto, Web3, or Consumer Technology is preferred.
- Strong written communication skills and the ability to clearly explain complex issues to customers.
- Highly organized and detail-oriented, with the ability to manage multiple support cases simultaneously.
- Comfortable learning new tools, systems, and products quickly in a rapidly evolving environment.
Benefits:
- 💰Competitive salary package
- 🤝 Equity package: We believe financial freedom starts with our employees, so all employees have ownership at MoonPay
- 📈 Pay for performance equity bonus: Those who drive outsized outcomes receive outsized rewards
- 🚀 Moonshot award. We honor exceptional impact - 10 employees twice a year, each earning a $250,000 equity grant.
- 🏝 Unlimited holidays: We give you the autonomy to choose when to work (and when to switch off)
- 🌍 Hybrid working schedule: Work fully remotely or your nearest Moonbase, the choice is yours
- 🩺 Private Healthcare benefits: To protect you and your loved ones
- 🍼 Enhanced parental leave: So you can spend more time with your loved ones without a second thought
- 📚 Annual training budget: We support your training journey every step of the way
- 🪑 Home office setup allowance: Create the home office of your dreams
- 👛 Remote working allowance: Those working fully remotely get a little extra for utilities
- 💰 Monthly budget to spend on our products and zero fee crypto transactions: Cultivate your inner DEGEN
- 💰 Employee referral programme: Great people know great people, refer them to receive 10K in USDC
- ✈️ Regular remote company offsites: Meet your colleagues regularly for high impact in person sessions and hackathons
- 🚀 Working in a disruptive and fast-growing company where excellence is rewarded
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