Customer Support Jobs at Paxful

Working alongside our disputes team, the Customer Experience Analyst will be responsible for monitoring user trading activity and potential fraud. Our Customer Experience Analysts are our main detectives, as they are responsible for not just giving the best service to customers, but also providing effective resolutions based on the information and data they have gathered.

What You’ll Do:

• Resolve customer disputes within service level agreements (SLA)
• Investigate trading activity and take appropriate actions to keep the marketplace safe
• Monitor user accounts and transactions to detect patterns and prevent fraudulent activity
• Investigate cases to determine correct next actions
• Escalate user feedback to appropriate teams to improve customer experience, provide solutions to existing problems

Who You Are:

• A high integrity, curious thinker that is passionate about delivering excellent customer experience
• A puzzle-loving, problem solving, detective wanna-be and thrive on investigating complex issues and can adapt swiftly to keep up with changes
• Can communicate feedback effectively in a collaborative setting
• Process-oriented and a critical thinker, but with an ability to think outside the box and use sound judgement to solve problems

What We’re Looking For:

• At least one year experience as a customer service representative, moderator or disputes/fraud specialist, preferably in the finance industry or e-commerce (or at least one year experience in any field that requires investigative skills)
• Excellent communication and problem-solving skills
• Knowledge of blockchain, crypto, and P2P payments is a big plus
• A Paxful user is an even bigger plus