Hi, we’re MoonPay. We’re here to onboard the world to the decentralized economy. Why? Because crypto and blockchain aren’t just technologies—they’re tools for global financial empowerment. They give people control over their money, their digital assets, and their future, unlocking opportunities that traditional systems have kept out of reach. What we do At MoonPay, we’re building the infrastructure that powers this new financial system. We make it easy for anyone, anywhere, to buy, sell, and trade crypto using everyday payment methods like cards, Apple Pay, PayPal, Revolut and Venmo. We provide simple tools to send, receive, and manage stablecoins, so anyone can participate in the crypto economy confidently. Trusted by nearly 30 million customers and over 500 companies, our secure, enterprise-grade platform is driving mainstream crypto adoption worldwide. We collaborate with innovative brands and projects to build secure, scalable solutions for a blockchain-powered future. And we’re committed to doing it right—fully licensed in the U.S. and regulated across the UK, EU, Canada, and Australia—because trust and compliance are non-negotiable. But we’re just getting started. We’ve launched a consumer app that makes crypto accessible, intuitive, and usable for everyone, and it’s growing fast. We’re iterating every day to make it the best it can be. If you believe financial freedom should be for everyone—if you believe in building a fairer, more open financial system—we want you with us. To build systems that benefit all, we need contributions from all, regardless of background. Come build the future of payments and the decentralized economy with MoonPay. Let’s make financial freedom and autonomy the new normal. 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 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.