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Social Media Customer Experience Analyst 1 application

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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 3 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.
Sounds exciting, right?
Well good news, we have a spot open for a Social Media Customer Experience Analyst for our Manila office. A Social Media Customer Experience is responsible for dealing with customer support inquiries through different community channels (Facebook, Twitter, Instagram, Reddit, etc.). Social media is one of the strongest tools  for online resources, so being the Social Media Customer Experience Analyst is a vital in giving our customers optimal service when it comes resolving their concerns.
What you’ll be doing 
-Moderate and manage any customer support queries on the different community channels such as the Twitter, Facebook, Instagram. LinkedIn, Reddit, and review sites like Google/Apple App Store.

-Resolve concerns within the service level agreement (SLA) to reduce potential revenue loss and maintain Paxful’s brand reputation

-Engage customers in a timely manner and follow escalation policy for sensitive issues

-Monitor, analyze, and report on social media trends, feedback and online reviews

-Identify issue patterns and provide system improvements to management

-Improve or create processes to make workflows as efficient as possible.

-Coordinate with internal teams as required

-Occasionally produce content plans to educate users on our products and services

-Become a subject matter expert on cryptocurrency by reading up on trends and news related to bitcoin, cryptocurrency and peer to peer trading.

What we are looking for

      • At least 1 year of experience in Customer Support or Social Media Management
      • A background in Communications, Marketing or any relevant course in the Liberal Arts, Social Sciences or Business field
      • Excellent verbal and written communication skills in English
      • Investigative mindset, critical thinking and project management skil

What would set you apart

      • Industry Knowledge with FinTech
      • Experience working with social media CRMs (Khoros, SproutSocial, Zendesk)
      • Interpersonal skills – building and maintaining relationships with customers, ability to resolve conflict and diffuse tension, takes immediate action on criticism and feedback
      • Empathy – understanding the customers’ situation, showing sensitivity and assisting them in any capacity
      • Digital Native – Using tech is as easy as breathing
      • Adaptable – able to move quickly and independently in a competitive, ever-changing environment
      • Experience working in a global organization
      • Experience or interest in cryptocurrency, blockchain and/or financial technological skill sets

What we offer

      • Free Lunch/Snacks
      • Work From Home (For Now)
      • Shifting Schedules (Including some weekend work)
      • HMO/Gym Benefits
      • Transportation/Data Allowance

More Information

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