Job Description

About Paxful
Paxful is the people-powered marketplace for money transfers with anyone, anywhere, at any time. Imagine a world where everyone has equal access to finance, no matter who they are, or where they're from. We're building it. Our mission is to empower the forgotten four billion unbanked, so they have control of their money in a way they've never had before.
Working across three offices in different time zones, the Paxful team serves our amazing community of 4 million strong. We build for people, not profits, and consider ourselves to be everyday heroes who don't wear capes or masks. That's why we launched Built with Bitcoin, a charitable initiative that aims to build 100 schools, water facilities, and entrepreneurial incubators in emerging markets all over the world. We want to show that bitcoin can have a positive impact and make real changes in the lives of people everywhere.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

Diversity & Inclusion at Paxful
At Paxful, we know that a diverse workforce fuels our individual and collective success. We encourage applicants of different backgrounds, cultures, genders, experiences, abilities and perspectives to apply. We are actively working to increase the diversity of experience and perspectives on our team and are looking for someone who can help continue to lead that process.
EEOC and Accommodations
Paxful is committed to diversity in the workplace and we're proud to be an equal opportunity employer. We do not hire on basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by local, state or federal law.
We're also committed to providing accommodations to people with disabilities. If you need any kind of accommodation because of a disability for any part of the employment process, you can reach out to careers@paxful.com and let us know how we can best help you.
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and other privacy laws may regulate the way we manage the data of job applicants. Our full Privacy Notice is available at https://paxful.com/privacy-notice. By submitting your application, you are agreeing to our use and processing of your data as required.Job Type: Full-time