Operations Jobs at Paxful

Working alongside our Director of CCX, the Senior Manager - Operations and Tools will be charged with managing the entire systems administration of our customer support tools (Zendesk, Ada, Playvox etcx). They will serve as the go-to expert on systems / tools administration and will service CCX requests to improve tools workflows and configuration. Paxful’s team embraces customer focus, tenacious problem-solving, and collaboration.

What You’ll Do

• Own overall system maintenance, configuration and enhancement control of customer support CRMs (ie. Zendesk, Khoros, Maestro, Ada, Playvox etc)
• Understand and prioritize stakeholder needs and translate requests into application functionality
• Provide recommendations for management by preparing analyses on customer usage of Knowledge Base, support ticketing and other functions of Zendesk and make recommendations on next steps
• Design workflows for how customer support tools should be used and document all system setup in an organized knowledge base

Who You Are

• You have excellent collaboration skills and are able to understand stakeholder needs and find ways tools can be a solution
• You are extremely organized and have the ability to create a system of organizing
• You enjoy looking at systems, how they work together and diving deep into details to have an intimate understanding of how each system works

What We’re Looking For

• At least 4+ years of systems administration experience, with 2+ years of Zendesk systems admin experience
• Experience in setting up and maintaining Workforce Management Tools
• Experience with Workforce Management.
• Highest standards of accuracy and precision; extremely organized
• Proven ability to understand business processes and translate business requirements into application functionality
• Proven project management, multitasking & prioritization skills

What We Offer (for US employees)

• 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
• Stocked fridges and kitchens along with a daily meal credit, weekly happy hours, and team outings that you do not want to miss!