Manager, Customer Experience
Confirmed on the employer's own hiring board on Nov 4, 2026. First seen by Alion on Oct 27, 2026. MoonPay scores A on the Alion truth index.
Locations Supported
Global role: Bangalore, India
Relocation available: Yes
Work pattern:
This role will be onsite
About the Opportunity
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. Your work will directly shape customer satisfaction, resolution quality, cost to serve, and the product experience itself. This is a great opportunity for someone who wants to get hands-on with the work, operate with real autonomy, and build things in crypto support that don’t exist yet.
What You Will 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
Keep MoonPay covered 24/7 across in-house teams and outsourcing vendors, and hold partners to a high bar on quality and performance
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
Shape support policies that balance risk and customer value, and work with Compliance to execute them well
Own support readiness for every new launch
Spend real time in the queue, learning the work from the inside
Be the anchor for a growing team and lead the charge on net-new ideas
About You
Must-have experience and skills
5+ years in customer support or support operations, including 2+ years managing people
Fluency in crypto, including on-ramps, wallets, and payments
Track record of improving support workflows with AI and automation, with measurable gains in quality or efficiency
Strong communication skills, with the ability to engage customers empathetically and with precision
Experience managing outsourcing/BPO vendors and running 24/7, multi-channel operations
Experience leading incident response with calm, clear communication
Fluency with support tooling, both internal and external
Ability to influence cross-functional partners, especially Product, with customer stories and data
Sound judgment on risk, compliance, and customer value
Autonomy, a bias for action, and comfort with ambiguity
Nice-to-have experience
Experience in fintech or payments
Experience building white glove, partner, or escalation programs
Bonus Points
Experience launching new products or markets from a support perspective
Familiarity with KYC/AML, fraud, or chargeback workflows
SQL or BI skills to dig into the data yourself