Head of Remote Assistance Operations

Because crypto and blockchain aren’t just technologies—they’re tools for global financial empowerment. They give people control over their money, their digital assets, and their future, unlocking opportunities that traditional systems have kept out of reach.
What we do At MoonPay, we’re building the infrastructure that powers this new financial system. We make it easy for anyone, anywhere, to buy, sell, and trade crypto using everyday payment methods like cards, Apple Pay, PayPal, Revolut and Venmo. We provide simple tools to send, receive, and manage stablecoins, so anyone can participate in the crypto economy confidently.
Trusted by nearly 30 million customers and over 500 companies, our secure, enterprise-grade platform is driving mainstream crypto adoption worldwide.
We collaborate with innovative brands and projects to build secure, scalable solutions for a blockchain-powered future. S. and regulated across the UK, EU, Canada, and Australia—because trust and compliance are non-negotiable.
We’ve launched a consumer app that makes crypto accessible, intuitive, and usable for everyone, and it’s growing fast. 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. Let’s make financial freedom and autonomy the new normal. Relocation available : This role is remote until we have an office set up in Bengaluru. This role requires weekend and shift work, depending on business needs. * MoonPay is seeking a Manager, KYC Operations to lead the team responsible for customer onboarding, enhanced due diligence (EDD), and ongoing compliance review for customers across MoonPay and its subsidiaries. You will own the operational foundation of KYC while actively shaping its direction: partnering with Product to drive tooling and automation, working closely with Compliance to translate policy into scalable workflows, and ensuring customer onboarding and lifecycle reviews are best-in-class experiences.
You'll manage a team of KYC Analysts and serve as a key escalation point and domain authority for KYC across the organization - including as a direct contributor to team leadership and company executive discussions. This is the right role for a KYC leader who wants meaningful strategic scope, cross-functional influence, and the opportunity to build scalable compliance operations in a fast-growing crypto business.
* Manage, develop, and hire (as needed) a team of KYC Operations Analysts, fostering high performance and operational rigor.
provide regular reporting and insights on the health of KYC Operations.
Oversee the end-to-end KYC review process across all MoonPay products, ensuring quality, consistency, and compliance with regulatory requirements and internal policies.
monitor output quality and implement corrective actions where needed.
Own and continuously improve KYC operational workflows, procedures, and documentation while translating compliance policy into clear, scalable operational processes.
Identify and propose improvements to tooling, workflows, and automation, partnering with Product and senior stakeholders to scope, prioritize, and implement changes that reduce handling time and improve the customer onboarding experience.
Drive strategic alignment across Compliance, Legal, Product, and Operations, actively influencing decisions on customer due diligence requirements, risk controls, and future-state onboarding experiences.
Act as the operational domain authority on KYC for the team and adjacent functions - the go-to person for process questions, customer escalations, and operational guidance.
Manage day-to-day operations with identity vendors, partnering with Product and Compliance on vendor KPI performance, workflow logic, change management & ongoing feedback.
* You don't just run the team - you set the direction, earn trust with cross-functional stakeholders, and push for a better customer experience while maintaining strong compliance standards. You bring deep domain knowledge, strong instincts for process improvement, and the communication skills to operate confidently across Compliance, Product, Legal, and senior leadership.
Demonstrated experience managing or leading an operational team, with a track record of driving team performance.

• 5+ years of experience in KYC, AML, or financial crime operations within crypto, fintech, payments, or financial services.
• Deep expertise in customer due diligence (CDD), enhanced due diligence (EDD), sanctions and PEP screening, customer risk assessments, and ongoing monitoring.
• Strong process design skills - able to translate complex compliance requirements into clear, scalable operational workflows.
• Data-driven decision-making; comfortable setting KPIs, analyzing performance trends, and using data to prioritize improvements.
• Experience working cross-functionally with Compliance, Legal, Product, and Engineering teams.

Familiarity with crypto, stablecoin, and Web3 business models and the regulatory landscape they operate in.
Experience working with compliance tooling or case management systems in a KYC/AML context.
Bonus Points
~ Experience supporting or leading an ops function through a period of significant scale, tooling migration, or regulatory uplift.

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. B - Be Hungry L - Level Up O - Own It C - Crypto Curious K - Kaizen What’s in it for you Competitive salary package Equity package: We believe financial freedom starts with our employees, so all employees have ownership at MoonPay Pay for performance equity bonus: We honor exceptional impact - 10 employees twice a year, each earning a $250,000 equity grant. Unlimited holidays: Private Healthcare benefits: Annual training budget: We support your training journey every step of the way
Home office setup allowance: Create the home office of your dreams
Remote working allowance: Those working fully remotely get a little extra for utilities
Regular remote company offsites: We encourage you to think big, take risks, and push the boundaries of what’s possible, knowing you have the support of a team that wants to see you grow. We’re listed in the [Sunday Times best places to work guide]( and consistently strive to provide an environment where everyone feels they can their best work.
Whether you’re remote or collaborating with teammates around the world, you’ll find opportunities here to do the best work of your career while shaping the future of the decentralized economy.
Commitment To Diversity 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. 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.
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.