Provide customer support for MoonPay customers across multiple channels (email, chat, voice, social). Meet performance KPIs including NPS, CSAT, QA, and productivity. Partner with internal MoonPay teams to resolve escalations and other business tasks. Identify and provide solutions for customer experience opportunities.

Respond to customer inquiries via phone, email, and live chat in a professional and timely manner. Investigate, troubleshoot, and resolve client issues related to our product/service, escalating complex issues when needed. You will document interactions in the CRM and help customers understand product benefits within a driving, zero-bullshit culture.

Build rapport with clients and providers, providing customer experience through researching billing and claims, answering general questions, setting expectations related to SonderMind, and giving technical support for the platform. Customer Success Specialists use customer service and time management skills to complete tasks and are held accountable to individual metrics.