Customer Experience Associate

Paxos • New York, NY

6h • Onsite

About The Position

Join us at an inflection point—where your expertise shapes not just the customer experience, but how support is defined at Paxos. From day one, you'll be interacting with Paxos customers, defining operational processes, and directly impacting how billions of dollars flow through our platform. This is your chance to influence how we work behind the scenes, how we support some of the world's largest payments companies and help shape the future of digital finance. This is a 2-year development role designed to give you deep exposure across our business. The 2-year program is intentionally designed to accelerate your learning and career growth—offering you direct experience, executive mentorship, and engagement with some of the world’s largest financial institutions. You’ll build the foundation to become a future leader in fintech. Paxos Support Associates will build a foundation for a transition into other teams in the company. Much of your work will be cross-functional, collaborating with multiple teams daily—giving you a 360-degree view of how a fast-growing fintech actually operates and helping you develop a hands-on knowledge of Paxos’s platform and products. Based on your interests and strengths, you'll have the opportunity to transition to other parts of the company like Account Management, Growth, Business Development, Product Operations, or anywhere else you can impact the company.

Requirements

• You can work from the New York City office.
• Experience (1-3+ years) in customer support or customer-facing experience roles, ideally at high-growth tech companies where ambiguity spurs innovation.
• You possess superb communication skills with an understanding of tone, efficiency, and clarity.
• You thrive in startup environments, valuing speed, autonomy, and the ability to set the direction—rather than follow prescribed processes.
• You’re 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.
• Appetite for ownership: you proactively contribute ideas, champion best practices, and iterate quickly alongside top-tier colleagues.

Nice To Haves

• direct experience in blockchain, crypto, or digital asset platforms.

Responsibilities

• 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.

Benefits

• Paxos offers a competitive total compensation and benefits package, including equity and bonuses based on both your individual performance and company performance.
• Eligibility for bonuses is dependent on job level, and actual salary within the range depends on your skills, experience, and qualifications.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees