{"id":3717017,"url":"https://alion.io/job/moonpay-manager-customer-experience","title":"Manager, Customer Experience","company":{"id":2725,"name":"MoonPay","domain":"moonpay.com","url":"https://alion.io/company/moonpay","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":95,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":64,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-27T10:59:39Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-04T05:58:36Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Locations Supported\nGlobal role: Bangalore, India\n\nRelocation available: Yes\nWork pattern:\nThis role will be onsite\n\nAbout the Opportunity\nIn 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.\nWhat You Will Do\nLead a team through AI-powered workflow improvements that cut confusion for agents and customers and scale quality without scaling headcount\n\nBuild the frameworks, tooling, and processes that let us support customers well across every channel\n\nKeep MoonPay covered 24/7 across in-house teams and outsourcing vendors, and hold partners to a high bar on quality and performance\n\nRun the queues and lead incidents, from the first alert through the post-mortem\n\nPartner with Product and Engineering to improve the product, walking them through real tickets and customer verbatims and driving fixes that matter\n\nSegment our customers and design the right experience for each, from white glove and escalations to goodwill programs\n\nShape support policies that balance risk and customer value, and work with Compliance to execute them well\n\nOwn support readiness for every new launch\n\nSpend real time in the queue, learning the work from the inside\n\nBe the anchor for a growing team and lead the charge on net-new ideas\n\nAbout You\nMust-have experience and skills\n5+ years in customer support or support operations, including 2+ years managing people\n\nFluency in crypto, including on-ramps, wallets, and payments\n\nTrack record of improving support workflows with AI and automation, with measurable gains in quality or efficiency\n\nStrong communication skills, with the ability to engage customers empathetically and with precision\n\nExperience managing outsourcing/BPO vendors and running 24/7, multi-channel operations\n\nExperience leading incident response with calm, clear communication\n\nFluency with support tooling, both internal and external\n\nAbility to influence cross-functional partners, especially Product, with customer stories and data\n\nSound judgment on risk, compliance, and customer value\n\nAutonomy, a bias for action, and comfort with ambiguity\n\nNice-to-have experience\nExperience in fintech or payments\n\nExperience building white glove, partner, or escalation programs\n\nBonus Points\nExperience launching new products or markets from a support perspective\n\nFamiliarity with KYC/AML, fraud, or chargeback workflows\n\nSQL or BI skills to dig into the data yourself","description_format":"text","description_chars":2947,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Cryptocurrencies","Crypto Payments","Crypto Wallets"],"lifecycle":[{"event":"open","at":"2026-11-04T01:10:04Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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