Customer Experience Associate - Remote Opportunity in FinTech

About the Role

Join us as a Customer Experience Associate in a remote role that allows you to shape the future of digital finance. At Paxos, we're on a mission to transform the financial infrastructure, making it accessible and efficient for everyone. As a Customer Experience Associate, you'll play a crucial role in enhancing customer interactions and ensuring a world-class experience for our clients.

What You'll Do

• Provide World Class Customer Experiences: Own and improve customer response metrics to provide a leading first line response to Paxos customers.
• Define and Grow Support: Partner with leadership and cross-functional teams to design support operations that anticipate customer needs and continually raise the bar for service.
• Client Onboarding Collaboration: Work closely with Solutions Engineers to guide onboarding experiences for high-profile enterprise clients.
• Proactive Support: Go beyond ticket management—monitor platform inbound requests, analyze customer pain points, track product processes, and collaborate with developers, infrastructure, and product to inform scalable solutions.
• Strategic Partnership: Build relationships with big-name institutions, acting as both a knowledge resource and advocate for client success throughout their lifecycle at Paxos.
• Continuous Innovation: Document breakthroughs, codify new best practices, and lead knowledge base updates that shape scalability for Paxos Support.
• AI Implementation: Support the implementation of new AI tools through the development of new processes, the oversight of the public knowledge base, and collaboration with the Technical Support Engineering team.
• Industry Leadership: Stay plugged into fintech, cloud, blockchain, and SaaS trends—bringing forward-thinking ideas to keep Paxos at the cutting edge.

Requirements

• 1-3+ years of experience in customer support or customer-facing roles, ideally at high-growth tech companies.
• Superb communication skills with an understanding of tone, efficiency, and clarity.
• Ability to thrive in startup environments, valuing speed, autonomy, and the ability to set direction.
• Comfortable collaborating with senior stakeholders, including engineers, product managers, and external institutional clients.
• Deep troubleshooting, documentation, and customer experience skills; a strong belief in the supremacy of the customer experience.
• Proactive in contributing ideas, championing best practices, and iterating quickly alongside top-tier colleagues.
• Bonus: direct experience in blockchain, crypto, or digital asset platforms.

What We Offer

• Competitive salary range of $79,000 to $100,000 per year.
• Remote work flexibility, allowing you to work from anywhere.
• Opportunities for career growth and development within the company.
• Engagement with some of the world’s largest financial institutions.
• Access to executive mentorship and a supportive team environment.
• Innovative work culture that encourages creativity and forward-thinking.
• Comprehensive benefits package including health, wellness, and professional development.