Manager, Customer Experience

Overview

Lead a team within MoonPay's Customer Experience function to drive how the company supports customers and partners worldwide, using AI to make workflows clearer, faster, and more human. Reports to the Head of CX and works closely with Product, Engineering, Compliance, Risk, and outsourcing partners.

What you'll do

• 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 MoonPay 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 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

What you'll need

• 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

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 the data yourself

Details

• Location: Bangalore, India (global role); relocation available
• Work pattern: onsite