ccx - Social Media and community analystPaxful

What You'll Do:
Moderate and manage any customer support queries on the different community channels such as Twitter, Facebook, Instagram. LinkedIn, Reddit, and review sites like Google/Apple App Store.
Resolve concerns within the service level agreement (SLA) to reduce potential revenue loss and maintain Paxful's brand reputation
Engage customers in a timely manner and follow escalation policy for sensitive issues
Monitor, analyze, and report on social media trends, feedback and online reviews
Identify issue patterns and provide insights, process and system improvements to the department
Improve or create processes to make workflows as efficient as possible.
Coordinate with internal teams as required
Occasionally produce content plans to educate users on our products and services
Become a subject matter expert on cryptocurrency by reading up on trends and news related to bitcoin, cryptocurrency and peer to peer trading.
What we are looking for:
At least 2 years of experience in Customer Support or Social Media Management
A background in Communications, Marketing or any relevant course in the Liberal Arts, Social Sciences or Business field
Excellent verbal and written communication skills in English
Investigative mindset, critical thinking and project management skills
Cyrpto knowledge is a big plus
What would set you apart: * Industry Knowledge with FinTech
Experience working with social media CRMs (Khoros, SproutSocial, Zendesk)
Interpersonal skills - building and maintaining relationships with customers, ability to resolve conflict and diffuse
tension, takes immediate action on criticism and feedback
Empathy - understanding the customers' situation, showing sensitivity and assisting them in any capacity
Digital Native - Using tech is as easy as breathing
Adaptable - able to move quickly and independently in a competitive, ever-changing environment
Experience working in a global organization
Experience or interest in cryptocurrency, blockchain and/or financial technological skill sets
Paxful

Manila City, Metro Manila
Permanent
Full-time