EMEA Manager, Customer Experience

This role as EMEA Manager for our Customer Experience (CX) team will ensure that we are providing best-in-class support for MoonPay customers. You’ll oversee a regional team of high performing CX Support Agents and collaborate cross-functionally with other operational teams to ship initiatives that improve processes and the overall customer experience. Manage, support, and coach high performing CX Support Agents through team meetings, regular 1:1s, performance reviews, and continuous feedback. Oversee your team’s work for quality and process compliance, ensuring both the individuals and your team meet organisational SLAs and KPIs. Create and maintain comprehensive reports tracking team performance and operational metrics; complete regular analysis and communicate insights/recommendations for improvement. This is an opportunity for you to create stellar customer experiences and build a world class team.