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Posted December 17, 2021
Paxful

Customer Experience, Content Specialist

Paxful
Remote (USA) Remote Full Time

Paxful is searching for a Content Specialist who is great at organizing knowledge and communicating in writing to join the Community and Customer...

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Paxful is searching for a Content Specialist who is great at organizing knowledge and communicating in writing to join the Community and Customer Experience Team. This role will create and organize content that supports and delights our external and internal customers and collaborates across Paxful to ensure content is always current and thorough. This role will be based in the USA, preferably in the New York Metropolitan area or Eastern time zone (UTC-5) and report to the Senior Manager of CX Systems.

What You'll Do:

  • Write, publish, and maintain high quality content within the support knowledge base including support canned replies, internal and public facing knowledge articles
  • Collaborate with subject matter experts across Paxful to create, audit, and maintain support content to reflect current internal processes and product features
  • Develop a content management methodology that aligns with ongoing CX operational readiness initiatives
  • Proactively identify knowledge gaps through CSAT, CES, NPS, and other data driven approaches
  • Contribute to CCX projects to continuously improve internal processes, systems, and tools

Who You Are

  • You are naturally curious, you always want to understand the details of a system or process, and enjoy sharing your knowledge with others
  • You are organized and meticulous but you are comfortable working through ambiguity and disorganization to achieve a more orderly result
  • You are service oriented and derive great satisfaction from helping people

What We're Looking For

  • 3+ years of content management experience within customer experience
  • Strong written communication skills - An ability to explain complicated concepts in simple language with an empathetic and distinct brand voice
  • Strong editing skills and the ability to identify formatting and grammatical errors
  • Experience with Zendesk or similar CRM tools, experience creating annotated screenshots, a basic understanding of HTML and markdown language
  • Experience participating in or designing content management strategy and workflows

What We Offer

  • 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
  • Paxful's COVID response: remote work, company-wide online events and weekly meal credits

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 [email protected] 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.

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.

This listing expired on Jan 30. Applications are no longer accepted.

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