The Senior Customer Support Lead will play a strategic role in advancing our mission by leading customer support initiatives, driving process improvements, and delivering exceptional support to our enterprise-level B2B customers. This role requires deep product expertise and the ability to handle complex customer issues.

Deliver customer support in a FinTech-related service, handling client inquiries through e-mail and Japanese chat. Responsibilities include administrative tasks like customer registration and maintaining communication records, crafting detailed responses, processing requests, identifying issues, working with trading platforms, transcribing Japanese names, and collaborating with internal teams.

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.

Solve problems creatively, be proactive, and work independently in this customer service role. You'll handle a mix of inbound support, outbound communication, and engagement with cross functional teams as the voice of our customers. Create positive interactions with patients using our customer service platform including email, SMS, chat and phone. Represent PayZen values and deliver excellent service through each interaction.