Careers at Paxful is hiring a

Web3 Senior Customer Experience Manager - Disputes

Working alongside our Director of CCX, the Senior Manager of Disputes will be charged with managing the strategic vision of our global Disputes team. You’ll be tasked with using your insight, along with feedback from the team, to recalibrate and improve our disputes process constantly. Paxful’s team embraces customer focus, tenacious problem-solving, collaboration, and the Senior Manager of Disputes will contribute to this culture while pushing us to innovate and do our best work. This role will be based in Miami, Florida.

As a key member of our team, your responsibilities will entail:

• Provide leadership to the Disputes team, define and track goals, manage multiple functions, and develop teams and solutions
• Partner with internal leaders of customer support, product, growth, and compliance to identify customer pain points and improve the overall disputes experience
• Oversee and improve the process standards and compliance of our disputes processes
• Develop teams of moderators into world-class financial arbitrators, with a focus on delivering exceptional customer service and creating a culture of fairness, accountability, and quality
• Resolve disputes and use the product, paxful.com. Only then can you know the streets: what it is to be a moderator and a user.

Who You Are

• Without ego, you humbly lead your team to victory not by being right but by getting it right. Doing it right. Together, as one.
• You are a creative and analytical thinker who can use decisive reasoning and come up with innovative solutions to achieve your goals.
• You enjoy developing people as much as you enjoy defining strategic goals and initiatives.
• You have excellent communication skills and can work cross-functionally with executives, management, and team members.

Target Experience:

• At least 4+ years of experience managing and leading global customer service teams
• Relevant experience in financial services or cryptocurrency exchanges, and a bonus if you understand the p2p economy
• Servant leadership: Someone who leads from the front and understands the users they defend and the moderators they serve
• Passion for mentoring and coaching of employee(s) to ensure personal/team growth and achievement of company goals or objectives
• Experience or interest in working with globally distributed teams, including working across time zones

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

Apply Now: