Manager, Customer Experience

About the role

In this role, you will lead a team and drive how MoonPay supports customers and partners around the world, using AI to make our workflows clearer, faster, and more human. You’ll sit within Customer Experience, reporting to the Head of CX, and work side by side with Product, Engineering, Compliance, Risk, and our outsourcing partners.

What you'll do

• Lead a team through AI-powered workflow improvements that cut confusion for agents and customers and scale quality without scaling headcount
• Build the frameworks, tooling, and processes that let us support customers well across every channel
• Run the queues and lead incidents, from the first alert through the post-mortem
• Partner with Product and Engineering to improve the product, walking them through real tickets and customer verbatims and driving fixes that matter
• Segment our customers and design the right experience for each, from white glove and escalations to goodwill programs

What you need

• 5–9 yrs of experience
• Escalation handling
• Customer service
• Incident response
• Communication
• Any graduate

Good to have

• KYC
• AML
• SQL

What you get

• ₹2.4 Cr a year