Summary
Overview
Work History
Skills
Timeline
Generic

PAULA JOSEPH

Remote

Summary

Experienced crypto support specialist focused on digital asset transactions, KYC, and onboarding. Looking to drive client satisfaction and operational efficiency at Anchorage Digital through personalized service and strategic problem-solving.

Overview

6
6
years of professional experience

Work History

Member of Client Experience

Workplace Options
09.2023 - 09.2025
  • Proficiently managed customer inquiries and provided real-time assistance through chat, phone, and email support channels in a timely manner.
  • Ensured empathetic customer support while resolving issues over the phone, taking a holistic approach to meet customer needs, actively listening to their concerns, and ensuring they felt heard and supported throughout the process.
  • Identifying customers' needs, clarify information, research every issue and providing solutions.
  • Identify recurring issues and suggest improvements to optimize user experiences based on trends in customer feedback and behavior.
  • Contributed to internal documentation and team knowledge base updates for improved workflow and issue resolution consistency.
  • Utilized Jira to create and manage tickets for technical issues, ensuring accurate documentation and timely escalation to the engineering team for investigation and resolution.
  • Documented detailed summaries of customer interactions in the company's CRM system, ensuring accurate records of communication and follow-up actions; Internal documentation.
  • Liaise with other departments to resolve customer issues and questions.
  • Maintained acceptable performance metrics such as quality, productivity, first contact resolution, and adherence.

Member of Client Experience

CoinList
01.2022 - 07.2023
  • Delivered training, support, and troubleshooting services to clients, ensuring efficient issue resolution and user satisfaction.
  • Managed inbound and outbound communication via email and social media (including Twitter), guiding users through the knowledge base and providing custom solutions when needed.
  • Created and refined how-to guides and standardized responses to enhance customer experience.
  • Collaborated closely with engineering to track, escalate, and resolve technical issues, while documenting customer feedback to drive continuous product improvements.
  • Provided troubleshooting and assistance on wallet, account navigation, account management, and digital transaction issues.
  • Provided timely and accurate support to customers while actively monitoring tickets and collaborating with engineering and finance teams to ensure prompt resolution; maintained clear cross-functional communication through Slack and Linear.
  • Monitored ACH and wire transfers for settlement delays or failed attempts, communicating status updates to users while ensuring adherence to compliance and operational risk policies.
  • Partnered with Finance to ensure all transaction issues were resolved within regulatory and internal SLAs.
  • Supported secure onboarding and account access by guiding users through KYC verification following potential fraud flags, ensuring compliance with internal risk controls and regulatory standards.
  • Collaborated with compliance teams to enforce identity verification protocols and safeguard client assets.
  • Maintained detailed documentation of customer feedback, complaints, and legal threats for compliance and managerial review.
  • Fostered positive customer relationships, offering conflict resolution and proactive communication to retain satisfaction.
  • Identified trends in recurring user pain points and collaborated with Product to streamline onboarding flows and optimize the knowledge base, contributing to a measurable reduction in ticket volume and improved user satisfaction.
  • Supported teammates across departments, answered questions, and stayed up to date with internal tools and processes.
  • Identified and reported inaccuracies or outdated information to team leads to support workflow updates; ensured internal knowledge base systems remained accurate and current to enable effective customer support and maintain clear understanding of support expectations.
  • Communicated with global customers using Google Translate to respond in Spanish, Turkish, Russian, and Chinese.

Member of Client Experience

Airbnb
10.2019 - 12.2021
  • Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Guided customers through the company's website interface to locate desired products or services efficiently.
  • Responding to incoming calls and chats regarding billing issues, product problems, service questions and general client concerns.
  • Assisted customers with refund requests by coordinating with the billing team to ensure successful return of funds; communicated refund status to customers and confirmed completion once processed.
  • Collaborated with various departments to address and resolve customer issues, showcasing effective cross-functional communication and problem-solving skills.
  • Contributed to a positive work environment and proactively aided teammates with difficult contacts as needed.
  • Demonstrated an appropriate sense of urgency and adaptability in response to changing business needs.
  • Contributed to internal documentation and team knowledge base updates for improved workflow and issue resolution consistency.
  • Task management and technical efficiency; used the company's CRM to Keep track of several different clients and customer information.
  • Collaborated with product teams to channel customer feedback into actionable insights, contributing to continuous product improvements.

Skills

    Cryptocurrency & Blockchain: Strong understanding of cryptocurrency, blockchain fundamentals, and digital asset transactions; personal trading experience including wallet navigation and transaction tracking

    Customer Service Skills:     Provide clear, empathetic, and professional written support; consistently meet quality standards and internal style guidelines; achieve key performance metrics including first contact resolution, average resolution time (ART), and customer satisfaction (CSAT)

    Problem Solving: Strong analytical and troubleshooting skills; able to identify complex technical errors, determine potential causes, and escalate to engineering for review when needed Comfortable making informed decisions even with partial information

    User Advocacy: Strong ability to empathize with users, advocating for their needs to improve the product and ensure an optimal customer experience; documented customer feedback and communicated insights to product teams to drive improvements

    Process Optimization & Product Feedback: Experienced in analyzing workflows and user feedback to drive process improvements, reduce resolution time, and enhance client satisfaction Partnered with Product and Engineering to implement changes based on support trends, resulting in better onboarding flows and fewer repetitive tickets

    Knowledge Base: Skilled in guiding users through the company's knowledge base systems, explaining complex topics clearly, and providing detailed step-by-step instructions for support When necessary, I create custom "how-to" guides to address specific user needs Created custom pictorial guides and video tutorials to help users confidently navigate the company's platform, focusing on reducing confusion, improving self-service success, and enabling users to complete key workflows with minimal support intervention

    AI Tools: Experienced in using AI tools, including ChatGPT, to generate content, assist with problem-solving, and streamline workflows by providing clear instructions and guiding the AI to produce accurate and relevant responses

    Customer Relationship Management (CRM): Experienced with Zendesk, HubSpot, Twilio, and SendGrid for managing and resolving customer requests

    KYC & Compliance: Experience using KYC software to perform 2FA verification and support onboarding processes

    Languages: Native English; professional proficiency assisting customers in Spanish, Turkish, Russian, and Chinese using translation tools

Timeline

Member of Client Experience

Workplace Options
09.2023 - 09.2025

Member of Client Experience

CoinList
01.2022 - 07.2023

Member of Client Experience

Airbnb
10.2019 - 12.2021

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PAULA JOSEPH