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Emea team lead, customer experience

Zaragoza (50007)
MoonPay
Publicada el 1 julio
Descripción

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 DoWe’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 3 0 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 Manager 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 doManage, support, and coach high performing CX Support Agents through team meetings, regular 1 :
1s, performance reviews, and continuous feedbackOversee your team’s work for quality and process compliance, ensuring both the individuals and your team meet organisational SLAs and KPIsCreate and maintain comprehensive reports tracking team performance and operational metrics (customer trends, inbound volumes, productivity);
complete regular analysis and communicate insights / recommendations for improvementManage your team capacity through time-off requests and shift scheduling to ensure there are no disruptions to our 24 / 7 operationsAssist with hiring and new team member onboarding and trainingProvide quality customer service, including answering customer inquiries, complaints and manager escalations via email, chat, phone, and social. Occasional weekend work will be requiredIdentify 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 scalabilitySupport and mentor your team in identifying and implementing workflow improvements that span updates to content, technology, and processesAbout YouThe 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…O - Own ItC - Crypto CuriousEquity packageUnlimited holidaysPaid parental leaveHome office setup allowance ????Monthly budget to spend on our productsWorking in a disruptive and fast-growing industry where the possibilities are endlessFreedom, autonomy and responsibilityResearch 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 DiversityAt 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 levelSeniority level Mid-Senior levelEmployment typeEmployment type Full-timeJob functionJob function OtherIndustries Hospitality, Food and Beverage Services, and RetailReferrals increase your chances of interviewing at MoonPay by 2xSign in to set job alerts for “Customer Experience Manager” roles.Continue with Google Continue with GoogleContinue with Google Continue with GoogleCustomer Success Manager (Revolut People)Madrid, Community of Madrid, Spain 4 weeks agoGreater Madrid Metropolitan Area 4 days agoGreater Madrid Metropolitan Area 3 months agoMadrid, Community of Madrid, Spain 5 days agoCustomer Success Manager / Program ManagerMadrid, Community of Madrid, Spain 6 days agoMadrid, Community of Madrid, Spain 5 days agoCustomer Success Manager Spain (all genders) Senior Customer Success Manager, Mid-Market | EMEAMadrid, Community of Madrid, Spain 4 days agoPublic Relations Customer Success Manager Customer Success Manager (Healthcare Background) Customer Success Manager - 12-month fixed-term contractMadrid, Community of Madrid, Spain 3 days agoMadrid, Community of Madrid, Spain 1 month agoMadrid, Community of Madrid, Spain 1 month agoEnterprise Customer Success Manager (Global Markets) Customer Success Manager - Italian speaking - Remote Product Success Manager (Strategic Customer Success) Customer Success Manager (Spanish Speaker) Customer Success Manager - Italian speaking - RemoteMadrid, Community of Madrid, Spain 1 month agoWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.J-18808-Ljbffr
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