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Paxful is searching for a Content Specialistwho is great at organizing knowledge and communicating in writing to join the Community and Customer ExperienceTeam. This role will create and organize content that supports and delights our external and internal customers and collaborates across Paxful to ensure content is always current and thorough. This role will be based in the USA, preferably in the New York Metropolitan area or Eastern time zone (UTC-5) and report to the Senior Manager of CX Systems.

What You'll Do:

• Write, publish, and maintain high quality content within the support knowledge base including support canned replies, internal and public facing knowledge articles
• Collaborate with subject matter experts across Paxful to create, audit, and maintain support content to reflect current internal processes and product features
• Develop a content management methodology that aligns with ongoing CX operational readiness initiatives
• Proactively identify knowledge gaps through CSAT, CES, NPS, and other data driven approaches
• Contribute to CCX projects to continuously improve internal processes, systems, and tools

Who You Are

• You are naturally curious, you always want to understand the details of a system or process, and enjoy sharing your knowledge with others
• You are organized and meticulous but you are comfortable working through ambiguity and disorganization to achieve a more orderly result
• You are service oriented and derive great satisfaction from helping people

What We're Looking For

• 3+ years of content management experience within customer experience
• Strong written communication skills - An ability to explain complicated concepts in simple language with an empathetic and distinct brand voice
• Strong editing skills and the ability to identify formatting and grammatical errors
• Experience with Zendesk or similar CRM tools, experience creating annotated screenshots, a basic understanding of HTML and markdown language
• Experience participating in or designing content management strategy and workflows

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