Customer Experience Frontlines Analyst
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.
Operating across various time zones, the Paxful team supports our vibrant community of 4 million users. We prioritize people over profits and view ourselves as everyday heroes who don’t need capes or masks. Our mission is to demonstrate that Bitcoin can positively impact and transform lives around the world.
Paxful is seeking a highly motivated and customer-focused Customer Experience Frontlines Analyst to join our Customer Experience Team. The ideal candidate excels in delivering empathetic, human-centered support, communicates effectively, and is adept at identifying suspicious activity. This role is crucial for ensuring timely resolution of customer issues while maintaining a top-notch customer experience. The position is fully remote and reports to our Customer Experience Manager.
As a key member of our team, your responsibilities will entail:
- Provide responsive and effective support to customers via email, live chat, and other communication channels.
- Investigate and resolve complex customer issues by collaborating with internal teams, including technical support, product development, and compliance.
- Adhere to regulatory and company policies related to data security, privacy, and financial transactions.
- Represent the CX Organization in company-wide meetings to offer insights and feedback.
- Delivering empathetic, human-centered support to Paxful customers, ensuring they receive the best possible experience by being genuine and authentic.
- Communicate well with customers and internal stakeholders. Become customer advocates within the company.
- Understand WHY customers reach out to support in the first place, offer new and permanent solutions to problems if possible.
The most important skill and capabilities for this role are:
- Investigate and resolve customer complaints or technical problems related to our products and services, working closely with internal teams as needed.
- Gather and relay customer feedback to relevant teams to help drive product improvements and enhance the overall customer experience.
- Maintain a deep understanding of our products and services to effectively address customer needs and provide expert guidance.
- Empathizing with the customer’s experience while conveying complex ideas and processes into simple messages with Paxful’s signature tone of voice
- A problem solver that thrives on investigating complex issues, and can adapt swiftly to any changes.
- A curious and passionate individual dedicated to delivering outstanding customer experiences.
Requirements
- Excellent verbal, and even better written communication skills
- 3 years relevant experience as a customer service representative in email support. Big plus if within crypto, 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 (Freshdesk, JIRA, social media tools)
Benefits
- Innovative Environment: Be part of a forward-thinking company at the forefront of the fintech and crypto industry.
- Growth Opportunities: Take on new challenges and expand your skills in a dynamic, fast-paced setting.
- Collaborative Culture: Work with a passionate and supportive team dedicated to fostering financial inclusion and innovation.
Philippines
