Customer Experience Analyst | Mandarin  

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)
• Flag problems proactively and communicate solutions to the team effectively
• Escalate user feedback to appropriate teams to improve the customer experience
• Assist Chinese community management and social media content creation
• Investigate trading activity and take appropriate actions to keep the marketplace safe

• Excellent verbal and written communication skills in English and Chinese (Mandarin)
• At least 1 year of experience in customer support, have Chinese client serving experience is a plus
• Experience working with customer support CRMs (Zendesk)
• Interpersonal skills - building and maintaining relationships with customers, ability to resolve conflicts
• Investigative mindset, critical thinking and project management skills