Payment Operations Analyst

About MoonPay Hi, we're MoonPay.
We're here to onboard the world to Web3.
Why? Because we think Web3 is a unique and democratising technology.
It gives people back control of their money, digital identity, data, and property like nothing else before it.
What we do We're the leading infrastructure company in Web3.
This means we offer our partners everything from payment solutions (we call them 'Ramps') to minting software for digital collectibles, like NFTs.
And over 20 million people around the world now trust our products — just take a look on Trustpilot.
We're also big on collaborations.
And we've worked on stunts, drops, and partnerships with some of the world's most prestigious and forward-thinking brands.
But that's not all.
We have also built our own consumer app because we wanted to see if we could build a better Web3 account.
It's taken off in a big way, and we're working hard to continually improve it and to strive for perfection.
So whatever your background, we're sure there's something for you here.
Come help us build the future of Web3 and digital ownership. About the Opportunity We are seeking a Payment Operations Analyst to ensure that we provide the simplest, fastest and most trusted payments experience for our customers and partners.
As a Payment Operations Analyst, you will: Support Operational Excellence Investigate discrepancies in bank and crypto accounts, provider balances, and transaction recordsMonitor delivery performance of banks and payment providers against Service Level Agreements (SLAs) and escalate deviations as neededCollaborate with internal teams to define and monitor KPIs, ensuring alignment with operational goalsLeverage data visualisation tools to develop monitoring systems and track performance metrics across payment rails and systemsAccess broad data sources (e.g., systems, rails, bank accounts, revenue, and cost centers) to measure impact, adoption, and efficiency effectivelyProcess customer payouts for certain currencies and payment methodsMonitor performance of all payment partners and provide regular input into partner performance and problem areas for Payment PartnershipsOptimise Revenue and Processes Work with cross-functional teams (product, engineering, compliance) to identify and implement opportunities for revenue optimisation and process improvementAnalyze payment trends, transaction errors, and loss patterns to provide actionable insights that drive operational efficiency and financial outcomesContribute to operational readiness and the launch and scaling of new payment methods, focusing on maximizing revenue opportunities and minimising friction for customersDevelop and implement advanced reporting to provide real-time insights into payment trends and operational performanceCollaborate on integration projects as a key stakeholder in engineering sprints, ensuring alignment with operational prioritiesEnhance Customer Experience Ensure payment processes are designed with the customer in mind, focusing on reducing failures and resolving issues quicklySupport the implementation of new payment methods and integrations, working closely with product and engineering teams to ensure seamless rolloutsDesign user-centric workflows and reporting tools to identify and address customer pain points in real-timeCollaborate with Treasury teams to improve fund management and payment process efficiencyEngage closely with the Customer Experience team to understand key drivers of customer contacts and NPS detractors within our payments experienceLeverage Data and Technology Develop and maintain dashboards in business intelligence tools (e.g., Looker) to track key metrics and enable data-driven decision-makingPartner with data engineering teams to design and build data pipelines and models that support analytics and reporting needsDevelop robust alerting and monitoring processes for proactive issue identificationFoster Industry Leadership Stay informed about payment industry trends, regulatory changes, and performance benchmarks to ensure the company remains at the forefront of the payments landscapeShare insights and best practices with the team to improve processes and maintain a competitive advantageGain exposure to multi-team collaboration projects and adopt a "fly-on-the-wall" approach to understand how the business operates across various functionsEnsure Compliance and Risk Management Work with Internal Audit, Compliance, and Risk teams to align payment operations with industry regulations, including NACHA thresholdsMonitor return rates and other metrics critical to compliance, escalating any risks proactivelyEnsure compliance with regional and global regulatory frameworks, such as PCI-DSS, PSD2, and GDPRAbout 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.
Required Skills and Experience 2+ years of experience in payment operations, accounting, reconciliations, or related fieldsProven ability to identify and implement process improvements to optimize revenue and efficiencyStrong analytical skills with a data-driven mindset, including proficiency in business intelligence tools (e.g., Looker, Tableau, PowerBI, BigQuery)Familiarity with global payment methods and reconciliation processesExcellent communication skills, with the ability to present technical concepts to non-technical stakeholders.High attention to detail and problem-solving abilities, with a track record of resolving operational issuesExperience working with APIs, payment gateways, or provider integrationsPreferred Skills and Experience Knowledge of industry trends and best practices in the payments and crypto spaceBackground in data analysis, with a passion for leveraging insights to drive operational successAbility to work collaboratively with cross-functional teams in a dynamic, fast-paced environmentMost importantly, though, you will embody the core principles that everyone here at the MoonPay lives by.
Our "BLOCK Values" are at the heart of everything we do - and they are…
B - Be HungryL - Level UpO - Own ItC - Crypto CuriousK - KaizenMoonPay Perks Equity packageUnlimited holidaysPaid parental leaveAnnual training budgetHome office setup allowanceMonthly budget to spend on our productsWorking in a disruptive and fast-growing industry where the possibilities are endlessFreedom, autonomy and responsibilityResearch 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. Please let us know if you require any accommodations for the interview process, and we'll do our best to provide assistance. Commitment To Diversity At MoonPay we believe that every voice matters.
We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination.
That's why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer.
We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.
This policy applies to all employment practices within our organization, including, but not limited to, hiring, recruiting, promotion, termination, layoff, and leave of absence.
MoonPay is also committed to providing reasonable accommodations in our job application procedures for qualified individuals with disabilities.
Please inform our Talent Team if you need any assistance completing any forms or to otherwise participate in the application process.
Please be aware that MoonPay does not request an AI-led interview without seeing a recruiter or team member from MoonPay on video call.
We won't ask for your personal identification documents or any money from you during your interview process with us.
Be fraud smart!
If you receive an email - claiming to be from MoonPay - but from an email address ending in anything other than @moonpay.com, please be aware that this is not us.

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