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 Support Escalation Specialist. We are looking for an Escalation Specialist that can be a jack of all trades and provide white-glove support to our customers within our platform.

What you'll be doing

• You’ll be the Personal Sidekick of our highest volume traders and institutions and provides quality support through multiple channels (emails, social media, telegram)
• You’ll be the Escalation Expert for high priority issues or complex investigations
• You’ll be the Invaluable Judge who makes critical decisions on business-related verdicts and priorities 
• You’ll be the Creator who develops workflow procedures and guidelines related to escalations support 
• You’ll be the Wizard of Paxful who provides actionable insights based on user feedback to our product, support, and internal teams
• You’ll be the Jack of All Trades and adapt to different customer support needs

What we are looking for

• P2P customer support or financial customer support experience
• Experience with different channels of support: Zendesk, JIRA, social media tools
• Experience with white-glove service, priority support
• Thorough understanding of working cross-functionally with other departments: compliance, product, sales, legal

What we offer

• Comprehensive insurance plans, commuter benefits, flexible spending account, and 401(k) with 4% company matching
• Gym membership, massage, chiropractor, or other reimbursements (personal training, dance classes, etc.)
• Learning and development reimbursement (including online courses, certifications, conferences, seminars, etc.)
• Flexible working hours and generous paid time off
• Parental leave, including a one-time bonus to support newborn
• Stocked fridges and kitchens along with daily catered lunch and dinner, Thursday happy hours and team outings that you do not want to miss!