Manager, Customer Experience

As Manager of Customer Experience at MoonPay, you lead a team that supports 30M+ customers and 500+ ecosystem partners globally. You'll drive how MoonPay supports customers and partners around the world using AI to make workflows clearer, faster, and more human. Reporting to the Head of CX, you work cross-functionally with Product, Engineering, Compliance, Risk, and outsourcing partners to shape customer satisfaction, resolution quality, cost to serve, and the product experience itself.

What you'll do

• Lead a team through AI-powered workflow improvements that reduce confusion for agents and customers, scaling quality without scaling headcount
• Build the frameworks, tooling, and processes that enable strong customer support across every channel
• Maintain 24/7 coverage across in-house teams and outsourcing vendors, holding partners to a high bar on quality and performance
• Run the queues, lead incidents from first alert through post-mortem, and own support readiness for every new launch
• Partner with Product and Engineering to improve the product, walking them through real tickets and customer feedback to drive meaningful fixes
• Segment customers and design the right experience for each, from white glove and escalations to goodwill programs
• Shape support policies that balance risk and customer value, working with Compliance to execute them well
• Spend real time in the queue, learning the work from the inside
• Be the anchor for a growing team and lead the charge on net-new ideas

What you bring

• 5+ years in customer support or support operations, including 2+ years managing people
• Fluency in crypto, including on-ramps, wallets, and payments
• A track record of improving support workflows with AI and automation, with measurable gains in quality or efficiency
• 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
• 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 dig into data yourself

What we offer

• Competitive salary package
• Equity package with ownership for all employees
• Pay-for-performance equity bonus for outsized outcomes
• Moonshot award: $250,000 equity grant for exceptional impact (20 employees per year)
• Employer pension contributions from day one
• Employee referral program: earn 10,000 USDC for successful referrals
• Flexible time off and end-of-year recharge period
• Birthday leave and enhanced parental leave
• Hybrid working schedule with option to work fully remotely or from a Moonbase office
• Commuter benefits and private healthcare
• Wellhub wellness membership
• Enterprise access to AI tools including Claude, ChatGPT, and Gemini
• Lunch credit on office days and home office setup allowance
• Remote working allowance for those fully remote
• Monthly product budget and zero-fee crypto transactions
• 1,000 USD annual training budget
• High Potential Program with structured development and mentorship
• Regular remote company offsites and hackathons
• Cycle to Work scheme (Ireland) and EV Salary Sacrifice scheme (UK)
• Relocation support available

About MoonPay

MoonPay is building the operating system for value movement, serving 30M+ customers and 500+ ecosystem partners globally. Licensed in the U.S. and regulated across the UK, EU, Canada, and Australia, MoonPay offers four core services: fund, tokenize, trade, and spend. The company was recognized as a Forbes America's Best Startup Employer 2026, ranked 2nd in Crypto Services on Fortune's inaugural Crypto 100, and named to The Sunday Times Best Places to Work two years running.