Customer Operations Analyst Mexico FTC

Customer Operations Analyst (Mexico - 6 month FTC)

Location:

Mexico (Remote)

Department:
Operations – Customer Operations

Employment type:

Full‑time, 6‑month fixed‑term contract (potential permanent)

Work pattern:
Remote

As a Customer Support Specialist, you will help deliver fast, reliable, and high‑quality support to Moon Pay’s global customers and partners. You will investigate and resolve customer issues across multiple support channels, helping users navigate Moon Pay’s products and services. You will work closely with internal teams to resolve more complex cases, follow established support processes, and contribute feedback that helps improve the overall customer experience.

We are looking for someone with early experience in customer support or operations who enjoys solving problems, communicating clearly, and working in fast‑paced technology environments.

• Provide timely, high‑quality support to Moon Pay customers and partners across multiple channels such as email and Slack.
• Investigate customer issues, identify root causes, and resolve problems while ensuring a smooth and professional customer experience.
• Meet performance KPIs including CSAT, QA scores, and productivity targets.
• Accurately document customer interactions and case details within support tools and CRM systems.
• Collaborate with internal teams to resolve escalations and operational issues impacting customers.
• Identify recurring customer issues and share insights that help improve support workflows, documentation, and the overall customer experience.

The right candidate for this role is passionate about the promise of crypto and enthusiastic about creating stellar customer experiences. You are detail oriented, continuously curious, and eager to learn, with a desire to proactively find solutions to problems. You are action‑oriented and can move quickly to meet the evolving needs of a fast‑paced organization and industry.

• 1+ years of experience in Customer Support, Customer Success, or Operations roles within technology‑driven companies.
• Experience working in fast‑paced environments such as Fin Tech, Crypto, Web3, or Consumer Technology is preferred.
• Strong written communication skills and the ability to clearly explain complex issues to customers.
• Highly organized and detail‑oriented, with the ability to manage multiple support cases simultaneously.
• Comfortable learning new tools, systems, and products quickly in a rapidly evolving environment.