Paxos is hiring an

Operations Associate

New York, United States

OUTCOMES

  • Analyze and interpret data in order to devise hypotheses on on suspected malicious activities (i.e. compliance violation)
  • Designs a workflow to enable customer deposits and withdrawals of fiat and bitcoin to reduce risk and improve the customer experience from a speed, accuracy perspective
  • Work directly with users and provide scaled support to resolve their issues, identify user trends, and work with cross-functional partners to resolve issues using technology and automation
  • Partner with Product and Engineering teams to solve problems at scale. Do this by communicating insights to Product Management, Engineering, and other cross-functional partners around ways to improve the customer experience that optimizes for speed and accuracy 

HOW TO ACHIEVE THE OUTCOMES

Technical Acumen Required:

  • Comfort with Excel - ability to use Google Sheets on the job
  • Strong written communication - ability to respond to customer requests in a comprehensive, clear way
  • Problem solving - finding solutions to complex client issues 

Commitment to Excellence:

  • Answer every email to [email protected] in a helpful way within 24 hours
  • Pickup every phone call during business hours without letting it go to voicemail

Search for the truth: Willing to Be Wrong:

  • For all operational mistakes:
    • Admit them and escalate to appropriate superior
    • Diagnose what went wrong
    • Share experience and implement process to prevent it going wrong again
  • Understand when process improvements won’t work

Respect Everyone:

  • Treat all customer with respect (even difficult ones)
  • Treat NY and SG colleagues with respect
  • Interact respectfully with Compliance team
  • Interact respectfully with non-itBit parts of the company

Self-Managing:

  • Identify safeguards to ensure high quality work
  • Proactively identify and work on areas for development

 Customer Centricity:

  • Identify areas where ops process can be improved
  • Escalate issues when they arise to the right person

 

ITBIT IS AN EQUAL OPPORTUNITY EMPLOYER. IT DOES NOT DISCRIMINATE ON THE BASIS OF SEX, AGE, COLOR, RACE RELIGION, MARITAL STATUS, NATIONAL ORIGIN, ANCESTRY, SEXUAL ORIENTATION, PHYSICAL AND MENTAL DISABILITY, MEDICAL CONDITION, GENETIC INFORMATION, VETERAN STATUS OR ANY OTHER BASIS PROTECTED BY FEDERAL, STATE OR LOCAL LAW.