Manager, Customer Experience

MoonPay is for builders with something to prove.

This isn't a "work on cool crypto stuff" company. It's a high-standards, high-velocity, high-accountability company building the operating system for value movement. If the internet moves information, we move value: crypto, stablecoins, tokenized assets, and whatever comes next. Four offerings make that real: fund, tokenize, trade, and spend. 30M+ customers and 500+ ecosystem partners run on us. Licensed in the U.S. Regulated across the UK, EU, Canada, and Australia.

AI is the default operating mode here. It's woven into every role, and we expect you to use it daily. It handles the manual work so you can deliver on what actually matters.

You'll thrive here if outcomes excite you more than process, if impact motivates you more than titles, and if you want hard problems, real ownership, and teammates who love winning, building, and doing it together.

The bar is high. The pace is real. We're building for what's next, for humans and agents.

Recent recognition

2nd in Crypto Services on Fortune's inaugural Crypto 100

The Sunday Times Best Places to Work two years running

Locations Supported

• Global role: Bangalore, India

Relocation available: Yes

Work pattern

• This role will be onsite

About the Opportunity

In this role, you will lead a team and drive how MoonPay supports customers and partners around the world, using AI to make our workflows clearer, faster, and more human. You’ll sit within Customer Experience, reporting to the Head of CX, and work side by side with Product, Engineering, Compliance, Risk, and our outsourcing partners. Your work will directly shape customer satisfaction, resolution quality, cost to serve, and the product experience itself. This is a great opportunity for someone who wants to get hands-on with the work, operate with real autonomy, and build things in crypto support that don’t exist yet.

Responsibilities

• Lead a team through AI-powered workflow improvements that cut confusion for agents and customers and scale quality without scaling headcount
• 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 high bar on quality and performance
• 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 customer verbatims and driving fixes that matter
• Segment our 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, and work with Compliance to execute them well
• Own support readiness for every new launch
• 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

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 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

Benefits

• Competitive salary package
• Equity package: 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. 20 employees a year, each earning a $250,000 equity grant
• Pension: employer contributions from day one
• Employee referral program: refer great people, earn 10K in USDC
• Flexible Time Off: choose when to work and when to switch off
• Recharge Period: end-of-year company-wide time off to rest and reset
• Birthday leave: take the day off to celebrate you
• Enhanced parental leave: more time with family, no second thought
• Hybrid working schedule: work fully remotely or from your nearest Moonbase
• Commuter benefits: public transport to and from the office
• Private healthcare benefits: to protect you and your loved ones
• Wellhub wellness membership: access to gyms, studios, classes, and wellness apps in one membership
• Enterprise access to the latest AI tools: Claude, ChatGPT, Gemini and whatever's next
• Lunch credit: meals covered on the days you're in the office
• Home office setup allowance: build the home office of your dreams
• Remote working allowance: those working fully remotely get a little extra for utilities
• Monthly product budget and zero-fee crypto transactions
• $1,000 Annual training budget: we support your learning journey
• High Potential Program: structured development, mentorship, and stretch opportunities
• Regular remote company offsites: high-impact in-person sessions and hackathons
• (Ireland) Cycle to Work scheme: tax-efficient bike, gear, and safety kit
• (UK) EV Salary Sacrifice: lease an electric vehicle through pre-tax salary

Nice-to-have experience

• Experience in fintech or payments
• Experience building white glove, partner, or escalation programs

Bonus Points

• 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 the data yourself

Equal opportunity

Research has shown that women are less likely than men to apply for this role if they do not have 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 that you are only a 75% match. Skills can be learned, diversity cannot.

We analyzed this company's recent hires, and it passed our analysis. DYOR.