MoonPay is hiring a

Web3 Customer Support Analyst (EMEA)

**Work @ MoonPay**
MoonPay is the new standard for fiat to crypto. We are a marketplace between cryptocurrency exchanges and users facilitating instant non-custodial purchases of major cryptocurrencies.

Our mission is to make crypto accessible to everyone. Founded in 2018, MoonPay is working with leading crypto companies to solve the fiat-to-crypto onramp challenge.

We offer best-in-class developer tools, including a customizable widget and public APIs, to enable crypto companies to build seamless purchase experiences. MoonPay currently operates in over 160 countries and offers 24/7 customer support.

**THE ROLE**
MoonPay is looking for a highly motivated, versatile, and experienced Customer Support Analyst. The Customer Support Analyst will need to be friendly and communicative, and genuinely care about helping people. Our Customer Support team is on the front-line of the business, which results in being the face of our brand.

You’ll often be dealing with distressed customers, and so we need someone who thrives under pressure and takes logical steps to ensure a satisfactory outcome that can be reproduced for an excellent, uniform Customer Journey.

We prefer candidates with previous customer service experience, ideally within fintech. However, if you have relevant experience in a different industry and can show us a passion for MoonPay, we’d love to hear from you!

You’ll need to be extremely organised, solution-driven, motivated, and able to learn and adapt to changes quickly. You’ll also need a great attitude towards teamwork.

We’ll need the successful candidate to be flexible with their time, as we’ll need to occasionally work morning and evening shifts, and over weekends.

**RESPONSIBILITIES**
* Communication with MoonPay customers
* Providing knowledgeable answers to questions about product, pricing and availability
* Working with internal departments and partners to satisfy the customer’s needs
* Prioritising customers’ requests based on time-sensitive needs
* Conducting customer due diligence checks: card verification, KYC, transaction monitoring
* Understanding and forwarding our customers’ feedback and feature requests
* Supporting other Customer Success team members

**REQUIREMENTS**
* Fluency in English
* Fantastic verbal and writing skills, with an emphasis on clarity
* Located in EMEA
* 1-2 years of customer support experience
* Strong attention to detail and highly organized
* Ability to work fast, multi-task, and think on your feet in high-pressure and fast-paced situations
* Be empathetic and understanding, go above and beyond to solve customer problems
* Tech savvy, comfortable learning new tools and platforms
* Ability to communicate and build relationships with co-workers, business partners, and customers

**NICE TO HAVE**
* Experience with providing world-class customer support via email, chat, and social media channels
* Experience with Zendesk or other CS management tool is a plus
* Experience in a startup environment is a plus
* Interest in digital assets and blockchain technologies
* An ability to generate ideas for scalable CS solutions
* Business-fluency in a language other than English
* Adaptability to an ever-changing environment and the capability to articulate thorough analysis to stakeholders
* An understanding of how data can be utilized for machine learning systems

**BENEFITS**
* Competitive salary, based on experience.
* A fulfilling, challenging work experience. 💪🏼
* Ample time off and flexible/remote working options.

Since we are still a small company this is a contract-to-hire, full-time position. We utilize a 3 month probationary period in order to ensure the fit for both you and MoonPay.

PLEASE NOTE: Unfortunately, we are unable to offer visas of any sort at this time.

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