Summary

We are seeking a Manager for our Customer Experience (CX) and Vendor Operations team to ensure that we are providing best-in-class support for MoonPay customers.

In this role, you’ll oversee both a regional team of high performing CX Support Agents, as well as our BPO partnerships. You’ll be responsible for ensuring high-quality support for MoonPay customers through these teams, which involves management of performance, maintaining compliance, and working cross-functionally to drive continuous improvement to 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

* Manage and oversee relationships with BPO partners providing customer support services

* Oversee your team’s work for quality and process compliance, ensuring both the individuals and your team meet organisational SLAs and KPIs. Ensure BPO partners are meeting agreed-upon service level agreements (SLAs) and key performance indicators (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. Monitor and evaluate BPO partner performance through regular audits, reporting, and feedback sessions

* 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 enquiries, complaints and manager escalations via email, chat, phone, and social. Occasional weekend work may be required

* Identify and lead initiatives and cross-functional projects that aim to improve operational processes that impact your team and/or BPO partnerships, with a focus on process development, quality assurance, scalability and governance

* Support and mentor your team in identifying and implementing workflow improvements that span updates to content, technology, and processes. Identify and implement process improvements and best practices in collaboration with BPO partners.

* Manage contract negotiations and renewals with BPO partners.

🧑‍🚀 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.

What you will need

* 5+ years of management experience in Customer Support, Customer Success and/or Operations

* Experience working with and managing Business Process Outsourcing (BPO) relationships

* Experience in contract management and negotiations

* Experience in FinTech, Crypto, Web3, Consumer Tech

* Strong written and verbal communication skills

* Experience in data analysis and reporting

* Familiarity with support CRM systems, preferably Amazon Connect

* Ability to manage cross-functional projects

* Experience working in a quickly scaling environment and ambiguity

*Ability to understand complex systems and distill into clear operational processes

Skills

• Communications Skills
• Cryptocurrency
• Negotiations Skills
• Operations
• Team Collaboration