Customer Experience Associate

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About Paxos

Today’s financial infrastructure is archaic, expensive, inefficient and risky — supporting a system that leaves out more people than it lets in. So we’re rebuilding it.

We’re on a mission to open the world’s financial system to everyone by enabling the instant movement of any asset, any time, in a trustworthy way. For over a decade, we’ve built blockchain infrastructure that tokenizes, custodies, trades and settles assets for the world’s leading financial institutions, like Mastercard, Visa, Robinhood, and PayPal.

About the team

The Paxos Support team is the public face of a highly collaborative, cross-functional team dedicated to supporting our customers and internal teams with world-class engagement and responsive solutioning. The team tackles complex challenges through proactively resolving customer issues and designing scalable support processes. The Paxos Support team emphasizes the customer experience as the central priority of day-to-day operations, helping partners realize the full potential of the Paxos platform. By partnering with engineering, product, and compliance, the team directly drives Paxos’ mission to transform global finance and deliver best-in-class service to industry-leading clients.

About the role

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.

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.

About you

• 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.

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

Apply here 👉 Customer Experience Associate