Role in brief
MoonPay, a digital currency payments platform, is hiring a junior Customer Operations Analyst for a 6-month contract. This role focuses on providing direct customer support, resolving issues, and documenting interactions. It suits individuals with customer support experience in fast-paced tech environments who are detail-oriented and strong communicators.
About the role
This role involves providing direct support to MoonPay's global customer base and partners. You will be responsible for investigating and resolving customer issues across various communication channels, ensuring that all interactions are accurately documented. The position requires meeting specific performance metrics related to customer satisfaction, quality assurance, and overall productivity.
A key part of the work includes collaborating with internal teams to manage escalated issues and operational challenges. You will also contribute to improving support workflows by identifying and reporting recurring customer problems, helping the company enhance its service delivery. This position plays a direct part in supporting MoonPay's mission to simplify access to digital currencies.
Success in this role means consistently delivering high-quality customer support and efficiently resolving inquiries. It also involves effectively communicating with both customers and internal departments to ensure smooth operations and continuous improvement in support processes. The ability to quickly adapt to new tools and systems is essential for managing diverse customer needs.
The salary for this 6-month contract position ranges from $68,000 to $112,000.
Who this role suits
- Someone with at least one year of experience in customer support or operations, ideally within FinTech, Crypto, Web3, or consumer technology.
- A person who is highly organized and pays close attention to detail in their work.
- An individual who possesses strong written communication skills for interacting with customers and documenting cases.
- A candidate who is comfortable with quickly learning and adapting to new software tools and systems.
From the employer
- Provide timely, high-quality support to MoonPay customers and partners across multiple channels.
- Investigate customer issues, identify root causes, and resolve problems.
- Meet performance KPIs including CSAT, QA scores, and productivity targets.
- Accurately document customer interactions and case details.
- Collaborate with internal teams to resolve escalations and operational issues.
- Identify recurring customer issues and share insights to improve support workflows.
- 1+ years of experience in Customer Support, Customer Success, or Operations roles.
- Experience in fast-paced environments such as FinTech, Crypto, Web3, or Consumer Technology preferred.
- Strong written communication skills.
- Highly organized and detail-oriented.
- Comfortable learning new tools and systems quickly.
- Remote work pattern.
- 6-month fixed-term contract with potential for permanent role.
- Salary range: $68K-$112K.
Questions about this role
What is the remote work policy for this role?
This is a remote position offered on a fixed-term contract basis.
What is the expected seniority level for this position?
This role is at a junior seniority level.
How long is the contract for this position?
This is a 6-month fixed-term contract with the possibility of becoming a permanent role.
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