Analyst, Dispute

at  Paxful

Paxful is searching for a Disputes Analyst who is exceptional at investigating complex issues, enjoys finding the needle in the haystack, and is eager to develop their career in customer service to join our Community & Customer Experience Team. The person will be responsible for not only giving the best service to customers, but also providing effective resolutions based on the information and data they have gathered.

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

• As the frontlines of the marketplace, you will moderate customer disputes swiftly and without bias or fear within service level agreements (SLA)
• Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity
• Monitor user accounts and transactions to detect patterns and prevent fraudulent activity
• Recognize patterns in the marketplace and create analyses of these patterns to enhance the product, policies, and tools.
• Manage, prioritize, and respond to sensitive issues, inquiries, and escalations. Provide handover and status updates to other teams
• Investigate cases to determine correct next actions
• Proactively identify opportunities to improve the customer experience and make your work more efficient by communicating tactically with internal support and product teams
• Escalate user feedback to appropriate teams to improve customer experience, provide solutions to existing problems

Target Experience:

• 2+ years experience as a customer service representative, moderator or fraud specialist, preferably in the finance industry or e-commerce. Or at least 2 years experience in any field that requires investigative skills
• Problem solving skills and a “being human” sense of communication. You think 3+ steps ahead when making suggestions to managers or other departments
• An understanding of margins and P2P trades from the BTC perspective in different currencies
• Knowledge of blockchain, crypto, and P2P payments is a big plus.

The most important skill and capabilities for this role are:

• You always do the right thing, even if no one is watching. You value honesty, transparency, and have a willingness to fail and learn.
• You are process oriented and a critical thinker, with an ability to think outside the box and use sound judgement to solve problems
• Be coachable, excellent memory, be present, and be accountable. You ARE the one who receives escalations. It starts and ends with you.

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

• As the frontlines of the marketplace, you will moderate customer disputes swiftly and without bias or fear within service level agreements (SLA)
• Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity
• Monitor user accounts and transactions to detect patterns and prevent fraudulent activity
• Recognize patterns in the marketplace and create analyses of these patterns to enhance the product, policies, and tools.
• Manage, prioritize, and respond to sensitive issues, inquiries, and escalations. Provide handover and status updates to other teams
• Investigate cases to determine correct next actions
• Proactively identify opportunities to improve the customer experience and make your work more efficient by communicating tactically with internal support and product teams
• Escalate user feedback to appropriate teams to improve customer experience, provide solutions to existing problem

The most important skill and capabilities for this role are:

• You always do the right thing, even if no one is watching. You value honesty, transparency, and have a willingness to fail and learn.
• You are process oriented and a critical thinker, with an ability to think outside the box and use sound judgement to solve problems
• Be coachable, excellent memory, be present, and be accountable. You ARE the one who receives escalations. It starts and ends with you