Customer experience frontlines analystPaxful

About PaxfulPaxful 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 4 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.
Paxful is searching for a Customer Experience Frontlines Analyst who is great at providing human-driven support to users, a great communicator, has a keen eye for suspicious activity, and the human connection between users and Paxful to join our Customer Experience Team. This role will focus on providing a quick turnaround time for our customer's issues and concerns, while still providing them a premiere customer experience. You will be based out of our Manila office and report to our Customer Experience Frontlines Manager.
As a key member of our team, your responsibilities will entail:
Providing human driven support to Paxful customers and making sure they have the best experience possible.
Communicate well with customers and internal stakeholders. Become customer advocates within the company.
Monitoring user accounts/transactions for fraudulent activity
Understand WHY customers reach out to support in the first place, offer new and permanent solutions to problems if possible.
Be the customer's human connection to Paxful by being real with them
Provide customer insights to all departments
The most important skill and capabilities for this role are:
Empathizing with the customer's experience while conveying complex ideas and processes into simple messages with Paxful's signature tone of voice
Embracing the product fully and providing solutions based on customer feedback, and personal experience.
A problem solver that thrives on investigating complex issues, and can adapt swiftly to any changes.
Communicates effectively with customers, and enjoys collaborating with peers.
Curious thinker that is passionate about delivering excellent customer experience.
Target Experience
Excellent verbal, and even better written communication skills
3 years relevant experience as a customer service representative in email support. Big plus if within e-commerce or p2p
Good with analyzing trends and issues
Knowledge of blockchain, crypto, and P2P payments is a big plus.
Experience working with customer support CRMs (Zendesk, JIRA, social media tools)
What We Offer
Gym membership, massage, chiropractor, or other reimbursements (personal training, dance classes, etc.)
Learning and development reimbursement (including online courses, certifications, conferences, seminars, etc.)
One day a year to volunteer and serve your community
Parental leave, including a one-time bonus to support a newborn, adoption, or foster placement
Paxful's COVID response: remote work, company-wide online events and grocery benefits
Manila: Transportation to the office is provided, along with a data allowance
Diversity & Inclusion at PaxfulAt Paxful, we know that a diverse workforce fuels our individual and collective success. We encourage applicants of different backgrounds, cultures, genders, experiences, abilities and perspectives to apply. We are actively working to increase the diversity of experience and perspectives on our team and are looking for someone who can help continue to lead that process.
EEOC and Accommodations
Paxful is committed to diversity in the workplace and we're proud to be an equal opportunity employer. We do not hire on basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by local, state or federal law.
We're also committed to providing accommodations to people with disabilities. If you need any kind of accommodation because of a disability for any part of the employment process, you can reach out to *******@paxful.com and let us know how we can best help you.
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and other privacy laws may regulate the way we manage the data of job applicants. Our full Privacy Notice is available at https://paxful.com/privacy-notice. By submitting your application, you are agreeing to our use and processing of your data as required.