Product Feedback Manager

| Greater NYC Area
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Paxful is a leading peer-to-peer powered bitcoin marketplace and a universal money translator. Our mission is social justice through financial freedom worldwide. By offering a platform with over 300 financial networks that empowers both merchants and buyers alike, we have created opportunities for millions across the globe who don’t have access to traditional banking services.

Paxful was founded in 2015 and has an established headquarters in New York, with offices in Estonia, Hong Kong, the Philippines and Johannesburg. Currently, we have over 170 dedicated employees globally and are growing rapidly. We have millions of users, a strong business model, and are completely bootstrapped. One of our pillars is giving back to the communities we help through initiatives such as #BuiltWithBitcoin. You’ll be joining an international team that seeks to make real, sustainable change in the world.

Paxful teams tend to have:

  • An open mind: We believe that change and new ideas are exciting, not threatening.
  • A proactive attitude: We’re willing and ready to roll up our sleeves and take responsibility.
  • Accountability: As colleagues, we take care of each other and our work.
  • Self-direction: We figure out solutions on our own and take charge of carrying them out.
  • An adaptive mindset: We shift our processes, perspectives, and working styles along with the environment.
  • Passion: We feel driven by being part of the mission.

Sound like a fit?

We are looking for a Product Feedback Manager who will be the connection point between our Customer Experience and Product teams. Working with the Community & Customer Experience team at the New York office, you'll be using your product management and customer experience skills to ensure that information from our users gets fed back into the product, and that product releases get taken into account in our customer-facing operations. Responsibilities include implementing and maintaining the feedback loop between customer experience and product teams, ensuring our product releases are reflected in customer experience operations and that tools used are optimized to a smooth flow of information.

What you'll be doing:

  • Gather feedback concerns and quantitative data from Customer Experience teams
  • Work closely with the global and regional customer experience teams to execute product enhancements
  • Write specifications, user cases and design new workflows to facilitate communication throughout the development and release process to customer experience.
  • Sit in on product meetings and create feedback loop between Product and Customer Experience
  • Improve the communication of product releases and updates within our internal knowledge base
  • Maintain and keep our external knowledge base up to date
  • Work with data analyst to create a Customer Experience dashboard tracking support KPIs
  • Assist with tooling Optimization (Zendesk, Slack, Discourse, Confluence, JIRA)

What you’ll bring to this role:

  • 5+ years of experience in a role in Customer Experience, Product Management or related role
  • Adept at handling multiple responsibilities at once
  • Ability to understand and apply technology to product and proposition needs
  • Experience working with the Atlassian stack (Jira and Confluence)
  • Ability to convert stakeholders' problems or requirements into an actionable specification for related parties

Ideally, you’ll also have:

  • Startup experience
  • Bachelor's or higher degree
  • Experience or interest in cryptocurrency, blockchain and/or financial technology

Perks:

  • Healthcare insurance, including dental and vision
  • Catered lunch and dinner daily, with premium snacks
  • Gym membership of your choice and personal training sessions
  • Sports nutrition and supplements, massages and chiropractor sessions
  • Training and professional development resources
  • Paid company events and retreats
  • Generous paid time off
  • Paid maternity/paternity leave including a one-time bonus to support newborn
  • Commuter benefits
  • Accessible office in the West Village
  • Flexible hours
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Location

New York, NY 10001

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