Customer Experience Representative

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Address customer inquiries through Intercom tickets, Discord, and email.

• Review and resolve customer issues from start to finish.

• Adapt tone and approach to each customer's unique situation while ensuring accuracy.

• Prioritize incoming tickets and adhere to established workflows.

• Maintain accurate documentation of cases and keep customer records updated.

• Escalate issues that are outside the scope of your role to the appropriate team.

• Verify offers, promo codes, and loyalty program submissions prior to responding.

• Stay informed about company rules, payout information, and policies.

• Ensure FAQs and internal documentation are accurate and up to date.

• Report bugs and recurring issues to the Product and Development teams.

• Recommend improvements to workflows based on observed trends.

• Contribute to updates in the knowledge base and training data for AI.

• Provide timely, accurate, and empathetic support that fosters trust with customers and partners.

⛳️ Requirements

• At least 2 years of experience in customer support or a client-facing role, preferably in a remote, high-volume setting.

• Excellent written communication skills; capable of explaining concepts clearly and empathetically to non-technical customers.

• Practical experience with Intercom or a similar helpdesk/ticketing system.

• High level of attention to detail when validating promo codes, payout terms, and policy language.

• Strong time management skills and ability to achieve response-time and handling-time targets.

• Capacity to investigate and troubleshoot issues independently prior to escalation.

• Professional, accountable, and collaborative; able to work across teams with minimal oversight.

• Availability to work hours aligned with CET in a fully remote, asynchronous environment.

• Familiarity with proprietary trading firms or the prop trading sector is an advantage.

• Experience with AI-assisted support tools such as Intercom Fin AI is a plus.

• Experience managing or responding to public reviews, such as those on Trustpilot, is a plus.

• Background in fintech, SaaS, or another fast-paced digital consumer platform is a plus.

🏝️ Benefits

• Fully remote, global work arrangement

• Flexible asynchronous-first environment

• Transparent and respectful hiring process

• Equal opportunity employer

• Reference check prior to formal offer

• Informal conversation to align expectations before formal written offer