Client Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to client inquiries via Intercom chat, email, and ticketing systems with clear and precise written communication.

• Assist clients with account setup, verification processes, funding, withdrawals, and navigating the platform.

• Clarify the structure, pricing, settlement, and outcome determination of prediction-market contracts.

• Address market-related inquiries during high-traffic events such as live sports and significant news occurrences.

• Diagnose platform issues and escalate technical challenges to the designated internal teams.

• Monitor account modifications, document submissions, and compliance inquiries until resolution.

• Recognize trends in client questions and communicate them to product and operations teams.

• Maintain accurate records of all client interactions within Intercom.

• Collaborate with compliance, risk, and operations teams to ensure a seamless client experience.

• Work closely with the Head of Support and take responsibility for managing the support queue.

⛳️ Requirements

• Background in customer service, preferably within financial services, trading, betting, or a similar client-facing environment.

• Familiarity with sports betting, prediction markets, or event-driven trading.

• Excellent written communication skills.

• Direct experience with the Intercom help desk, including managing inboxes, using macros, and understanding ticket workflows.

• Strong attention to detail and the ability to remain composed and accurate during high ticket volume periods.

• Understanding of margin, settlement, and KYC/AML documentation.

• Experience working at a proprietary trading firm, FCM, or as an introducing broker.

• Good judgment regarding when to seek assistance or escalate issues.

• Knowledge of futures brokerage is preferred.

• Familiarity with NinjaTrader, Sierra Chart, or Rithmic is preferred.

• Experience with Intercom’s Fin AI agent or similar support automation tools is preferred.

• Proficiency in additional languages is preferred.

🏝️ Benefits

• Performance bonus.

• Comprehensive medical, dental, and vision coverage.

• 401(k) plan with employer matching.

• Clear opportunities for growth as the firm expands.

• Chance to contribute to the development of support for a new product from its inception.

• Work within a small team where your contributions are valued.