MoonPay is hiring a Web3 Customer Experience & Vendor Operations Manager
Compensation: $125k - $163k estimated
Location: Philippines - Hybrid
Customer Experience & Vendor Operations Manager
Philippines - Hybrid
Operations – Customer Operations /
Full Time /
Hybrid
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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.
🌍 Location supported
Philippines, on a hybrid model
🌔 About the Opportunity
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
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.
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