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Paxful is searching for a Bilingual Customer Experience Frontlines Analyst (Mandarin and English) who is great at providing support, communication, monitoring, probing, connecting, and providing insight about Paxful’s services to join our Customer Experience Team. This role will provide human driven support to paxful customers. You will be based remotely and report to our Manager, CCX-Frontlines

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:

• Empathize 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.

Target Experience:

• Can speak, read and write English and Mandarin fluently.
• 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)

What We Offer

• Learning and development reimbursement (including online courses, certifications, conferences, seminars, etc.)
• Paxful's COVID response: remote work, company-wide online events and weekly meal credits