Customer Experience Feedback Analyst | Community & Customer Experience Representative/Chat Support  

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 Feedback Analyst for our Manila office. A Customer Experience Feedback Analyst is responsible for dealing with customer feedback and providing them with answers for their different inquiries. Our Customer Experience Feedback Analysts are our frontliners, as they are responsible for not just giving the best service to customers, but also providing them effective solutions for their concerns.

What you'll be doing

• Resolve 80-100 customer issues a day within service level agreements (SLA)
• Coordinate and handle customer complaint issues.
• Assess customer feedback and take appropriate steps to improve customerexperience.
• Customer Service development (offer new solutions for existing problems, create new systems and functionality to increase job quality and efficiency).
• Monitor users’ accounts and transactions to detect patterns and prevent fraud activity
• Track trading activity and take appropriate actions in accordance with the company’s rules and regulations.
• Escalate user feedback to appropriate teams to improve the customer experience
• Follow communication procedures, guidelines, and policies.

What we are looking for

• At least one year experience as a customer service representative, preferably in the finance industry or E-commerce.
• An analytical mindset.
• Excellent verbal and written communication skills in English.
• Ability to multi-task, prioritize, and control time effectively.
• Strong ability in using IT for professional use and can handle somewhat technical queries from customers.
• Knowledge of the cryptocurrency/blockchain field is a big plus.
• Multi-lingual capability is an advantage.

What would set you apart

• Industry Knowledge with FinTech
• Experience with customer support (Zendesk)
• Experience working in a global organization
• Experience or interest in cryptocurrency, blockchain and/or financial technological skill sets