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.

Paxful is searching for a CCX Analyst (Email) who has both great verbal and written command of Portuguese and also English to join our CCX Team. This role will remote and you will report to our Director, CCX.

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

Responsible for providing human driven support to Paxful customers and making sure they have the best experience possible.
Will handle communication with users via Email and possibly Channels supporting the Portuguese Languages
Communicate well with customers and internal stakeholders. You will represent customers within the company by being customer advocates.
Monitor user accounts and transactions to detect patterns and prevent fraudulent activity
Solve complex problems and offer new solutions to existing problems. Solving customer tickets is one part of the job, but solving why customers reach out to begin with is at the core of the function.
You'll be the customer's human connection to Paxful: friendly, thoughtful, empathetic and real
Be the voice of the customer by providing customer insights to all departments

The most important skill and capabilities for this role are:

You feel for the customer's experience. You are an excellent writer with the the ability to convey complex ideas and processes into easy-to-understand messages, while maintaining Paxful's tone of voice
You love the Paxful product and provide feedback to product teams based off customer feedback and personal experience.
You are a problem solver and thrive on investigating complex issues, and can adapt swiftly to keep up with changes. You can also communicate effectively with customers (internal and external) and enjoy collaborating with your peers.
You are a high integrity, curious thinker that is passionate about delivering an excellent customer experience.

Target Experience:

Excellent verbal and even better written communication skills
At least 2 years relevant experience as a customer service representative in email support, preferably in the Finance industry or e-commerce
Analytical mindset
Knowledge of blockchain, crypto, and P2P payments is a big plus.

What We Offer

USA: Comprehensive insurance plans, commuter benefits, flexible spending account, and 401(k) with 4% company matching
Tallinn and USA: 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
Manila: Transportation to the office is provided, along with a data allowance
Tallinn: Online medical consultation with top-notch doctors
St. Petersburg: Working at a fast-growing, innovative company
St. Petersburg: Competitive salary, bonuses and annual salary indexing
St. Petersburg: Flexible working hours and co-working space in the City centre
St. Petersburg: Company provide laptop and additional equipment

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.

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CCX Analyst (Email) Bilingual (Portuguese + English)