Customer Experience Operations Analyst
About Paxful
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 an Analyst, CCX - Operations who is great at organizing processes and systems, project coordination, and workforce planning to join our Community & Customer Experience (CCX) Team. This role will facilitate and enable the CCX department to execute on its strategic objectives while making sure the day-to-day operations run smoothly. You will be reporting to our Sr. Manager, CCX - Systems Administrator and be based remotely within the Eastern time zone.
As a key member of our team, your responsibilities will entail:
- Workforce planning - Create and maintain staffing forecasts and schedules for multiple CX teams
- Insights - Assist with gathering, analyzing, and taking action on cross-functional feedback/data
- Systems - Assist with maintenance of CX SaaS tech stack
- Knowledge content - Collaborate with marketing, training, and frontline teams to provide accurate and relevant self-service help content
- Project coordination - Collaborate with stakeholders, delivering CX support for high user growth and new products/services
The most important skill and capabilities for this role are:
- Ability to understand business logic and translate into expected technical behavior
- Strong troubleshooting skills and comfortable dealing with complex issues
- Advanced level Excel/Google Sheets user and a high degree of comfort working with data
- Excellent communication skills, equally adept at conveying technical concepts as well as a customer-friendly brand voice
Target Experience:
- 1+ years of experience in a customer-facing role (ie. customer support, application support)
- Experience with Zendesk or any other ticketing system
- Experience coordinating cross-functional projects
- Exposure or experience with web technologies such as HTML, JSON, and API’s
- Experience working within the tech industry
What We Offer
- Comprehensive insurance plans, commuter benefits, flexible spending account, and 401(k) with 4% company matching
- Flexible working hours and generous paid time off
- Gym membership, massage, chiropractor, or other reimbursements (personal training, dance classes, etc.)
- Learning and development reimbursement (including online courses, certifications, conferences, seminars, etc.)
- One day a year to volunteer and serve your community
- Parental leave, including a one-time bonus to support a newborn, adoption, or foster placement
- Paxful's COVID response: remote work, company-wide online events and weekly meal credits
Diversity & Inclusion at Paxful
At Paxful, we know that a diverse workforce fuels our individual and collective success. We encourage applicants of different backgrounds, cultures, genders, experiences, abilities and perspectives to apply. We are actively working to increase the diversity of experience and perspectives on our team and are looking for someone who can help continue to lead that process.
EEOC and Accommodations
Paxful is committed to diversity in the workplace and we’re proud to be an equal opportunity employer. We do not hire on basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by local, state or federal law.
We’re also committed to providing accommodations to people with disabilities. If you need any kind of accommodation because of a disability for any part of the employment process, you can reach out to [email protected] and let us know how we can best help you.
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and other privacy laws may regulate the way we manage the data of job applicants. Our full Privacy Notice is available at https://paxful.com/privacy-notice. By submitting your application, you are agreeing to our use and processing of your data as required.