Job Description
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 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.
Minimum Qualifications
- 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)
Perks and Benefits
- Free Lunch or Snacks
- Medical / Health Insurance
- Paid Bereavement/Family Leave
- Paid Holidays
- Paid Vacation Leave
- Maternity & Paternity Leave
Required Skills
- Email Support
- Chat Support
- Customer Service
- Critical Thinking
- Communication Skills
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- Muntinlupa, Metro Manila, Philippines