Customer Operations Analyst (SA - 6 month FTC) at moonpay

About MoonPay   Hi, we’re MoonPay. We’re here to onboard the world to the decentralized economy by making digital money move as universally and effortlessly as the internet.   Why?   Because crypto, stablecoins and blockchain aren’t just technologies. They’re tools for global financial empowerment. They give people and businesses more control over their money, their digital assets, and their future, opening access to legacy financial systems that have been out of reach for many.   What we do MoonPay is a unified payments platform for digital currency. We make it easy for anyone, anywhere, to buy, sell, swap and pay in digital currencies as easy as sending an email. That simplicity is intentional, our focus is reducing complexity so people can participate confidently, without needing to be crypto experts. We power the entire flow between fiat and crypto end to end, with compliance, identity checks, fraud prevention, and settlement all built in. This end-to-end approach reflects how we work internally: with accountability, rigor, and trust built into everything we ship.   Proven at scale   Trusted by over 30 million customers and over 500 ecosystem partners, our secure, enterprise-grade platform is driving mainstream crypto adoption worldwide. Behind those numbers are millions of real people and organizations relying on MoonPay every day.   We collaborate with innovative brands and projects to build secure, scalable solutions for a blockchain-powered future. This is an opportunity to help shape systems, not just scale them. And we’re committed to doing it right. Fully licensed in the U.S. and regulated across the UK, EU, Canada, and Australia, because trust and compliance are non-negotiable.   But we’re just getting started. We’ve launched a consumer app that makes crypto accessible, intuitive, and usable for everyone, and it’s growing fast. We’re iterating every day to make it the best it can be.   If you believe financial freedom should be for everyone. If you believe in building a fairer, more open financial system - we want you with us. To build systems that benefit all, we need contributions from all, regardless of background.   Come build the future of payments and the decentralized economy with MoonPay. Let’s make financial freedom and autonomy the new normal.     Locations Supported 🌍 South Africa  Relocation available: No    Work pattern:This role will be remote You have the option to use our Cape Town office.    This is a 6 month fixed-term contract (FTC) position, with the potential for a permanent role subject to business needs and performance.   About the Opportunity ✍ As a Customer Support Specialist, you will help deliver fast, reliable, and high-quality support to MoonPay’s global customers and partners. You will investigate and resolve customer issues across multiple support channels, helping users successfully navigate MoonPay’s products and services. You will work closely with internal teams to resolve more complex cases, follow established support processes, and contribute feedback that helps improve the overall customer experience.We are looking for someone with early experience in customer support or operations who enjoys solving problems, communicating clearly with customers, and working in fast-paced technology environments. What you will do… • Provide timely, high-quality support to MoonPay customers and partners across multiple channels such as email and Slack. • Investigate customer issues, identify root causes, and resolve problems while ensuring a smooth and professional customer experience. • Meet performance KPIs including CSAT, QA scores, and productivity targets. • Accurately document customer interactions and case details within support tools and CRM systems. • Collaborate with internal teams to resolve escalations and operational issues impacting customers. • Identify recurring customer issues and share insights that help improve support workflows, documentation, and the overall customer experience. About You 🙋 The right candidate for this role is passionate about the promise of crypto and enthusiastic about creating stellar customer experiences. You are detail oriented, with a desire to continuously improve operational processes. You are continually curious and eager to learn, with a desire to proactively find solutions to problems. You are action-oriented and can move quickly to meet the evolving needs of a fast-paced organization and industry. • 1+ years of experience in Customer Support, Customer Success, or Operations roles within technology-driven companies. • Experience working in fast-paced environments such as FinTech, Crypto, Web3, or Consumer Technology is preferred. • Strong written communication skills and the ability to clearly explain complex issues to customers. • Highly organized and detail-oriented, with the ability to manage multiple support cases simultaneously. • Comfortable learning new tools, systems, and products quickly in a rapidly evolving environment. BLOCK Values   We’re looking for people who live our core values, those who strive for excellence and want to leave a lasting legacy on the global financial system. Our values:   B - Be Hungry L - Level Up O - Own It C - Crypto Curious K - Kaizen   Research has shown that women are less likely than men to apply for this role if they do not have experience in 100% of these areas. Please know that this list is indicative, and that we would still love to hear from you even if you feel that you are only a 75% match. Skills can be learnt, diversity cannot.