Customer Operations Analyst FTC

Customer Operations Analyst (6 month FTC)

South Africa - Hybrid / Remote. Operations – Customer Operations / Full-time / 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.

• 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, with a desire to continuously improve operational processes. You are continually 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.

• Competitive salary package
• Equity package:
  We believe financial freedom starts with our employees, so all employees have ownership at Moon Pay
• Pay for performance equity bonus:
  Those who drive outsized outcomes receive outsized rewards
• Moonshot award:
  We honor exceptional impact - 10 employees twice a year, each earning a $250,000 equity grant.
• Unlimited holidays:
  We give you the autonomy to choose when to work (and when to switch off)
• Hybrid working schedule:
  Work fully remotely or your nearest Moonbase, the choice is yours
• Private Healthcare benefits:
  To protect you and your loved ones
• Enhanced parental leave:
  So you can spend more time with your loved ones without a second thought
• Annual training budget:
  We support your training journey every step of the way
• Home office setup allowance:
  Create the home office of your dreams
• Remote working allowance:
  Those working fully remotely get a little extra for utilities
• Monthly budget to spend on our products and zero fee crypto transactions:
  Cultivate your inner DEGEN
• Employee referral programme:
  Great people know great people, refer them to receive 10K in USDC
• Regular remote company offsites:
  Meet your colleagues regularly for high impact in person sessions and hackathons
• Working in a disruptive and fast-growing company where excellence is rewarded

At Moon Pay 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…