Customer Operations Analyst (6 month FTC)

📋 Description

• • Join MoonPay, a leading payments platform for digital currency, as a Customer Operations Analyst on a 6-month fixed-term contract (FTC) with the potential for extension or permanent placement. This remote role, based in Mexico, is crucial for onboarding the world to the decentralized economy by ensuring seamless and efficient operations that support our mission of making digital money move as universally and effortlessly as the internet.
• • At MoonPay, we believe that crypto, stablecoins, and blockchain are more than just technologies; they are powerful tools for global financial empowerment. They offer individuals and businesses greater control over their finances and digital assets, providing access to financial systems that have historically been out of reach. Our platform simplifies the complex world of digital currencies, enabling anyone, anywhere, to buy, sell, swap, and pay with digital currencies as easily as sending an email. This intentional simplicity is designed to foster confidence and participation, eliminating the need for users to be crypto experts.
• • As a Customer Operations Analyst, you will play a pivotal role in the end-to-end flow of our services, encompassing fiat and crypto transactions. Your responsibilities will include supporting compliance, identity verification processes, fraud prevention measures, and settlement operations. This role demands a rigorous, accountable, and trustworthy approach, mirroring our internal work culture. You will be instrumental in maintaining the high standards that have earned MoonPay the trust of over 30 million customers and more than 500 ecosystem partners, driving mainstream crypto adoption worldwide.
• • Your contributions will directly impact the millions of real people and organizations who rely on MoonPay daily. You will collaborate with innovative brands and projects, helping to shape and scale secure, robust systems for a blockchain-powered future. This is an opportunity to be part of a company that is not just scaling but actively building the infrastructure for a fairer, more open financial system.
• • MoonPay operates with a strong commitment to trust and compliance, holding full licenses in the U.S. and adhering to regulations across the UK, EU, Canada, and Australia. As we continue to grow and iterate on our consumer app, making crypto accessible, intuitive, and usable for everyone, your role in ensuring operational excellence will be paramount.
• • Key responsibilities will include monitoring and analyzing customer transaction data to identify trends, anomalies, and areas for operational improvement. You will investigate and resolve complex customer issues, escalating them as necessary to relevant teams, and contribute to the development and refinement of operational processes and documentation.
• • You will also be involved in identifying and implementing process enhancements to improve efficiency, accuracy, and customer satisfaction within the operations team. This includes collaborating with cross-functional teams, such as Product, Engineering, and Support, to address operational challenges and contribute to the successful launch of new features and services.
• • Furthermore, you will assist in the creation and maintenance of operational dashboards and reports, providing insights into key performance indicators (KPIs) and operational metrics. Your analytical skills will be vital in identifying potential risks and developing mitigation strategies to ensure the smooth functioning of our platform.
• • This role requires a proactive approach to problem-solving, a keen eye for detail, and the ability to work effectively in a fast-paced, dynamic environment. You will be expected to contribute to a culture of continuous improvement, sharing best practices and insights with the wider team.
• • By joining MoonPay, you will be part of a mission-driven organization that is democratizing access to financial services. If you are passionate about building a more equitable financial future and possess a strong operational and analytical skillset, we encourage you to apply and help us build the future of payments and the decentralized economy.