EMEA Team Lead, Customer Experience

MoonPay

South Africa

On-site

ZAR 158,213 - 257,097

Full time

14 days+

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Benefits offered by this job

Equity package

Unlimited holidays

Paid parental leave

Annual training budget

Home office setup allowance

Monthly budget for product spending

Freedom and autonomy in work

Job summary

MoonPay is seeking a passionate EMEA Team Lead for the Customer Experience team to deliver best-in-class support and drive improvements. The ideal candidate will manage a regional team, engage cross-functionally, and foster a culture aligned with our core BLOCK values while enhancing customer satisfaction.

Qualifications

Detail oriented and action-oriented.
Experience in coaching high performing teams.
Ability to improve operational processes proactively.

Responsibilities

Manage and coach CX Support Agents for performance and quality.
Create reports and track team performance metrics.
Support hiring and onboarding of new team members.

Skills

Customer Experience Management

Team Leadership

Process Improvement

Job description

1 week ago Be among the first 25 applicants

About MoonPay
Hi, we’re MoonPay. We’re here to onboard the world to Web3.

Why? Because we think Web3 is a unique and democratising technology. It gives people back control of their money, digital identity, data, and property like nothing else before it.

What We Do
We’re the leading infrastructure company in Web3. This means we offer our partners everything from payment solutions (we call them 'Ramps') to minting software for digital collectibles, like NFTs. And over 30 million people around the world now trust our products — just take a look on Trustpilot.

We’re also big on collaborations. And we've worked on stunts, drops, and partnerships with some of the world's most prestigious and forward-thinking brands.

But that’s not all. We have also built our own consumer app because we wanted to see if we could build a better Web3 account. It’s taken off in a big way, and we're working hard to continually improve it and to strive for perfection.

So whatever your background, we’re sure there’s something for you here. Come help us build the future of Web3 and digital ownership.

About The Opportunity ️
We are seeking an EMEA Team Lead for our Customer Experience (CX) team to ensure that we are providing best-in-class support for MoonPay customers.

In this role, you’ll oversee a regional team of high performing CX Support Agents and collaborate cross-functionally with other operational teams to ship initiatives that improve processes and the overall customer experience.

What you will do

Manage, support, and coach high performing CX Support Agents through team meetings, regular 1:1s, performance reviews, and continuous feedback
Oversee your team’s work for quality and process compliance, ensuring both the individuals and your team meet organisational SLAs and KPIs
Create and maintain comprehensive reports tracking team performance and operational metrics (customer trends, inbound volumes, productivity); complete regular analysis and communicate insights/recommendations for improvement
Manage your team capacity through time-off requests and shift scheduling to ensure there are no disruptions to our 24/7 operations
Assist with hiring and new team member onboarding and training
Provide quality customer service, including answering customer inquiries, complaints and manager escalations via email, chat, phone, and social. Occasional weekend work will be required
Identify and lead initiatives and cross-functional projects that aim to improve operational processes that impact your team, with a focus on process development, quality assurance and scalability
Support and mentor your team in identifying and implementing workflow improvements that span updates to content, technology, and processes

About You
The right candidate for this role is enthusiastic about creating stellar customer experiences and building a world class team. You are detail oriented, with a desire to continuously improve operational processes and proactively find solutions to problems. You are action-oriented and can move quickly to meet the evolving needs of a fast-paced organisation and industry. You are passionate about leading teams, mentoring high performers and enjoy being a culture carrier for your organisation.

Most importantly, though, you will embody the core principles that everyone here at the MoonPay lives by. Our “BLOCK Values” are at the heart of everything we do - and they are…

B - Be Hungry

L - Level Up

O - Own It

C - Crypto Curious

K - Kaizen

MoonPay Perks
Equity package

Unlimited holidays

Paid parental leave

Annual training budget

Home office setup allowance ????

Monthly budget to spend on our products

Working in a disruptive and fast-growing industry where the possibilities are endless

Freedom, autonomy and responsibility

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 learnt, diversity cannot.

Please let us know if you require any accommodations for the interview process, and we’ll do our best to provide assistance.
Commitment To Diversity
At MoonPay we believe that every voice matters. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. That’s why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including, but not limited to, hiring, recruiting, promotion, termination, layoff, and leave of absence.

MoonPay is also committed to providing reasonable accommodations in our job application procedures for qualified individuals with disabilities. Please inform our Talent Team if you need any assistance completing any forms or to otherwise participate in the application process.

Please be aware that MoonPay does not request an AI-led interview without seeing a recruiter or team member from MoonPay on video call. We won't ask for your personal identification documents or any money from you during your interview process with us. Be fraud smart! If you receive an email - claiming to be from MoonPay - but from an email address ending in anything other than @moonpay.com, please be aware that this is not us.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
Hospitality, Food and Beverage Services, and Retail

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