I’m Williams from the Customer Operations department. I’m currently based in Estonia where I study social sciences with a focus on communication and psychology. I’ve had amazing experiences working in tourism, e-commerce, and tech over the last nine years. It amazes me to think that I’ve somehow managed to study alongside my work at MoonPay.
The purpose of my life has always been to travel and create amazing memories around the world, and working at MoonPay allows me to do this. I joined the team in November 2020 as a Customer Operations Analyst. Since June 2021, I’ve been the Customer Operations Team Lead in the EMEA region. My journey here was wonderful and I’d easily consider it to be one of the most exciting experiences of my life.
It’s great to be able to work for a company where there’s always room for personal and professional development. It makes me feel really proud and accomplished to see how far I’ve come as I always enjoy the opportunity to improve myself.
What does your typical day look like?
I usually wake up about two hours before the start of my shift and I take some time to pray, meditate, and reflect on how I want the day to go. Then, I do some indoor exercises and have either tea or coffee to wake up my system, depending on the day. Later, I take a shower and eat breakfast.
After my morning routine is finished, I go to my workstation and prepare myself for my daily tasks. My week is usually divided into two parts: some days I’m more hands-on and work alongside other Customer Operation Analysts; other days I focus on my team lead tasks. Regardless of what my focus for the day is, however, I always check my emails and Slack messages first so that I can catch up on any new updates. We’re a fully remote company with an impressive global distribution so there’s always something going on!
On a typical day working alongside other Customer Operation Analysts, I’m mostly focused on replying to customers’ inquiries in ZenDesk. I assist MoonPay partners with any support-related questions they may have, reviewing verification documents and troubleshooting any associated issues, relaying feedback on identified trends and patterns to the relevant stakeholders, and finally escalating more complex problems to the relevant departments so they can be investigated and resolved in a timely manner. Our Customer Operations team works 24/7, so when my shift is over, I prepare a summary of what’s been happening during my shift so that my colleagues can easily pick up where I left off.
On the other hand, on a typical day handling Team Lead tasks, I am focused on conducting one-to-ones with my team members, tracking their performance, and sharing constructive feedback on what they could improve. Besides that, I’m hosting regular standups and virtual bonding activities—it’s really critical to find time to come together virtually in a remote environment like MoonPay.
Due to the 24/7 nature of our work, I am also responsible for scheduling and distributing workload during my team’s working hours. On top of that, I work closely with other Team Leads, the Director of Customer Operations, and product managers researching new projects and initiatives. We never settle and always strive for excellence so there are usually multiple side projects we’re working on at the same time.
What do you love about Customer Operations?
My passion is solving problems and helping people get better experiences in life. This drew me to customer service and operations, which I have done professionally for almost a decade. MoonPay made it even better because every day I have the opportunity to help our customers and partners and also develop myself and my knowledge of the crypto industry whilst doing it. So for me, customer operations is all about challenging the status quo and helping people.
What do you love about working at MoonPay?
Firstly, the ability to be in the crypto industry, which is revolutionizing the world at the moment. Secondly, the ability to be in a start-up space provides me with enormous opportunities to grow. Thirdly, the remote nature of MoonPay, which gives me flexibility and ease on the job. And finally, the company values truly resonate with me.
What’s an exciting challenge you're facing in your role over the next 6-12 months?
As a Customer Operations Team Lead, there are always challenges related to finding ways of improving customers’ experience, but because I love what I do, I find this challenge exhilarating.
In the near future, I will be working on a few projects that will enhance communication with customers and lead to faster responses and improved support experience. I cannot share too many details, but we’ll be introducing some exciting changes in the next few months! Also, we will continue to grow as a team so I’ll be focused on finding the best talent to join us.
Another exciting challenge for me personally will be to continue updating and expanding my cryptocurrency and NFT knowledge and to use it to help MoonPay provide the next billion people access to cryptocurrency.
What roles are MoonPay hiring for right now?
We’ll continue to hire in the next few months so be sure to regularly check our careers page. This is a wonderful opportunity to be part of the MoonPay team and create your own unique and exceptional experience!