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 system with precise and articulate written responses.

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

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

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

• Diagnose platform issues and escalate technical concerns to the relevant internal teams.

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

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

• Keep thorough records of all client interactions within Intercom.

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

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

⛳️ Requirements

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

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

• Excellent written communication skills.

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

• Strong attention to detail and the capacity to remain composed and accurate during peak ticket volumes.

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

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

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

• Preferred knowledge of futures brokerage.

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

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

• Proficiency in additional languages is a plus.

🏝️ Benefits

• Performance-based bonus.

• Comprehensive medical, dental, and vision coverage.

• 401(k) plan with employer matching.

• Clear opportunities for advancement as the firm expands.

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

• Small team environment where your contributions are valued.