Customer Experience Analyst Team Lead | Chat & Email SupportPaxful

Paxful is the people-powered marketplace for money transfers with anyone, anywhere, at any time. Imagine a world where everyone has equal access to finance, no matter who they are, or where they're from. We're building it. Our mission is to empower the forgotten four billion unbanked, so they have control of their money in a way they've never had before.
Working across three offices in different time zones, the Paxful team serves our amazing community of 3 million strong. We build for people, not profits, and consider ourselves to be everyday heroes who don't wear capes or masks. That's why we launched Built with Bitcoin, a charitable initiative that aims to build 100 schools, water facilities, and entrepreneurial incubators in emerging markets all over the world. We want to show that bitcoin can have a positive impact and make real changes in the lives of people everywhere.
Sounds exciting, right?
Well good news, we have a spot open for a Customer Experience Team Lead (Frontlines) for our Manila office. The Customer Experience Team lead will be overseeing the strategy execution of our Frontlines team, assist with weekly team reports and report metrics to key stakeholders, assist with defining and tracking CCX' KPIs and Manage and coach a team of Frontlines analysts and other tasks as assigned.
What you'll be doing
Manage and train the team(s) of feedback analysts.
Develop team members by giving feedback, coaching, analyzing their performance indicators
Leading the team include hiring, assessing and developing people, organizing their work, and other leadership activities agreed in company
Organize team(s) everyday work, eg work schedule and weekly tasks
Work with CCX leadership to make process improvements in support guidelines
Coordinate with team managers regarding member's performance and take necessary actions to improve performance
Assist in training and mentoring new team members and keeping internal guidelines up to date
Conduct coaching and mentoring to address errors, improvement opportunities
Manage other related tasks to Team Lead role
Collaborate with other departments to find solutions to customer pain points
Be fully accountable for assigned group and function
Represent the customer within Paxful
Communicate groups findings on trends, problems and successes
What we are looking for
Has extensive knowledge about product and processes
At least 3-5 experience managing a team and process
Experience in project management and process improvement/design
What would set you apart
Understands the startup culture
Knowledge of cryptocurrency
A background in fintech
Excellent leadership, verbal, and written communication skills
Gym Membership
Medical / Health Insurance
Paid Sick Leave
Paid Holidays
Paid Vacation Leave
Maternity & Paternity Leave
Mid-Senior Level / Manager Customer Service Financial Services 1 opening Bachelor's degree graduate
Working at Paxful, you get the opportunity to not only contribute your skills to the development of our innovative service offerings, but also the chance be a part of a company that is truly disrupting finance for good.Paxful is the world's largest Peer-to-Peer Bitcoin Marketplace and a universal money translator. Powered by people and blockchain technology, not big banks, we offer support for a payment system that empowers merchants and ecommerce shoppers. This opens up a new market of 2 billion people who have no access to banking services, but do have the ability to buy bitcoin via one of the 300+ payment methods enabled by Paxful.We have grown rapidly as a company in the past year, but we have not let go of the exciting, collaborative start-up culture that made us who we are today. So, are you ready to grow with us?
Kalibrr

Muntinlupa City, Metro Manila
Permanent
Full-time