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 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 Team Lead 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.