Manager Customer Experience
MoonPay Enterprise is the current MoonPay successor to Iron, providing stablecoin payment and on-chain banking infrastructure through one enterprise API platform.
Funding history
About MoonPay Enterprise
Iron was acquired by MoonPay in Q1 2025 and has since become MoonPay Enterprise. The current platform provides stablecoin-focused enterprise workflows including named virtual accounts and fiat collection, institutional stablecoin trading and FX/OTC conversion, stablecoin-to-fiat payouts through local banking rails, and fiat-backed stablecoin issuance with minting, redemption, compliance, onboarding, and distribution infrastructure. It serves wallets, payment service providers, fintechs, enterprises, marketplaces, and crypto platforms.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead customer-support operations and improve AI-powered workflows across channels. You will manage queues, incidents, vendors, support readiness, customer segmentation, and support policies. You will use customer feedback and data to drive product improvements while working directly in the support queue.
Requirements
- 5+ years of customer support or support-operations experience
- 2+ years of people-management experience
- Knowledge of crypto on-ramps, wallets, and payments
- Experience improving support workflows with AI and automation
- Customer communication skills
- Experience managing outsourcing or BPO vendors
- Experience running 24/7 multi-channel operations
- Incident-response experience
- Support tooling experience
- Ability to influence Product and other cross-functional partners with customer data
- Knowledge of risk, compliance, and customer value
Responsibilities
- Lead a team through AI-powered workflow improvements
- Build support frameworks, tooling, and processes across channels
- Manage 24/7 in-house and outsourced support operations
- Hold outsourcing partners accountable for quality and performance
- Run queues and lead incidents through post-mortems
- Partner with Product and Engineering to drive customer-informed improvements
- Segment customers and design appropriate support experiences
- Shape support policies with Compliance
- Own support readiness for new launches
- Work directly in the support queue
- Lead new customer-experience initiatives
Benefits
- Equity package
- Pay-for-performance equity bonus
- Moonshot equity grant award
- Pension contributions from day one
- Employee referral program with 10K USDC reward
- Flexible Time Off
- End-of-year recharge period
- Birthday leave
- Enhanced parental leave
- Hybrid working schedule
- Netherlands commuter benefits
- Private healthcare benefits
- Wellhub wellness membership
- Access to AI tools
- Lunch credit for office days
- Home office setup allowance
- Remote working allowance
- Monthly product budget
- Zero-fee crypto transactions
- Regular remote company offsites
- Ireland Cycle to Work scheme
- UK EV Salary Sacrifice scheme
