Customer Service Director  

Paxful is the world’s leading peer-to-peer powered bitcoin marketplace and universal money translator. Our mission is social justice through financial freedom for all. By offering a platform with over 300 financial networks that empower both merchants and buyers alike, we have created opportunities for millions across the globe who don’t have access to traditional banking services.

Paxful was founded in 2015 and has an established headquarters in New York with Offices in Estonia, Hong Kong, the Philippines, and Johannesburg. Currently, we have over 160 dedicated employees globally and are growing rapidly. We have millions of users, a strong business model, and are completely bootstrapped. One of our pillars is giving back to the communities we help through initiatives such as #BuiltWithBitcoin. You’ll be joining an international team that seeks to make real, sustainable change in the world.

Paxful teams tend to have:

• An entrepreneurial proactive attitude: We are always looking to add value and use the product daily. We’re willing and ready to roll up our sleeves and take responsibility.
• Self-direction: We figure out solutions on our own and take charge of carrying them out. Leadership and daring are encouraged always.
• Passion: We are driven by being part of the mission above all else.
• An adaptive startup mindset: We shift our processes, perspectives, and working styles along with the environment.
• An open mind: We believe that change and new ideas are exciting, not threatening.
• Accountability: As colleagues, we take care of each other and our work.

Sound like a fit?

We want a Director of Support for our Manilla Office. We have a team of over 40 people that will double in size and more importantly produce leaders that will make our customer service the new standard in Financial Technologies.

What you'll be doing:

1. Nurturing leaders: Creating a generative environment that encourages initiative, communication and daring. Find and focus on those that display the greatest leadership potential. Giving them space and the challenges they need to grow while. Making them role models for others to emulate through consistent positive reinforcement and public accolades.

2. Completing Communication Loop: Things change constantly in a p2p financial marketplace. Payment networks change their rules, scammers constantly innovate and customers have new concerns as the product evolves. You must make certain that your people are aware of what is happening with product, fraud and the external environment before it becomes an issue. You must also make certain the feedback from your people reaches the other offices and that there is a circular organic flow of information between all support offices worldwide.

3. Documenting Processes: Paxful must have standard processes across all support functions no matter where the customer or the office of the agent. You will be the last word in making sure that your office follows the same guidelines as others and also taking the feedback received from your office and making sure it finds it's way into our Global Knowledge-base.

4. Driving KPI centric performance tracking: The right Key Performance Indictors's are critical to measuring success. You must select the right KPI's and create the processes for their measurement.

5. Recruitment and onboarding: Hiring the right people and giving them a graceful landing into the environment is key to employee retention and engagement. The entire Employee journey from beginning to end will be largely in your hands. HR will help you with the mundane admin tasks but so much of the heart of onboarding must come from you. You are the director of every one of your new Paxful employee's journies, a hero's journey!

6. Incentivizing excellence: The best and brightest want to know what their path to promotion is. You must give it to them. Customer Service has produced some of our very best leaders and they now enjoy leadership roles in Marketing, Product and Compliance teams. You need to make the roadmap clear for the most ambitious and set their milestones for rapid growth, specialization and even moving to new departments and offices!

7. Structuring a Holographic Team Model: As Paxful grows we will be spawning new offices around the world many with their own support teams, usually based on language. The structure that you create should be well documented and optimized for rapid duplication across different markets.

• Manage customer support operations including training, process improvement and quality assurance
• Lead and manage 5-6 Team Leaders and Quality Assurance/ Trainers and 50-60 Customer Feedback Analysts
• Manage workflow, escalations, and delegate effectively across the leadership team.
• Determine customer support operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Develops customer support systems by developing customer interaction and email response systems
• Maintain and improve customer support operations by monitoring work performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs.
• Develops the team’s structure by planning hiring, training, counseling, communicating job expectations, performance monitoring, reviewing compensation and recommendations for appraisals, and enforcing policies and procedures as needed.
• Prepares customer support performance reports by collecting, analysing, and summarising data and trends.

What you’ll bring to this role:

• Bachelor’s Degree in any field
• At least 10 years of experience in the Call Center industry or related field
• At least 5 years of management experience in customer support operations
• Must have experience in the financial technology background or related field
• Must have experience managing a team of 30 to 50 members in a Call Center industry or related field
• Ability to work professionally with a wide variety of people and maintain respectful relationships across all departments
• Outstanding leadership and team building skills
• Can resolve issues promptly
• Must be amenable to work shifting schedules
• Must be willing to work in Alabang, Muntinlupa

Ideally, you’ll also have:

• Master’s Degree or MBA
• Lean/ Six Sigma experience
• Experience or interest in cryptocurrency, blockchain and/or financial technology