Customer Experience Representative

About the role

Join the front‑line Customer Experience team at Prop Firm Match, a fully remote, fast‑moving platform that helps traders compare and select proprietary trading firms. You will provide timely, accurate, and empathetic support to traders across multiple channels, helping them navigate challenges, promotions, loyalty rewards, and payout questions.

Key responsibilities

• Respond to customer inquiries via Intercom tickets, Discord, and email, ensuring each interaction is professional and helpful.
• Review, troubleshoot, and resolve customer issues from start to finish, tailoring tone to each situation while maintaining accuracy.
• Prioritise incoming tickets, follow established workflows, and keep case documentation up to date.
• Verify offers, promo codes, and loyalty program submissions before responding, and stay current on firm rules, payout information, and policies.
• Escalate complex issues to the appropriate team and report bugs or recurring problems to Product and Development.
• Suggest workflow improvements based on observed patterns and contribute to continuous service enhancement.

Required profile

• Strong commitment to delivering an exceptional customer experience.
• Ability to maintain operational excellence by meeting SLAs and minimizing escalations.
• Attention to detail to ensure information accuracy across all communications.
• Proactive mindset for continuous improvement and problem‑solving.

Required skills

• Experience using Intercom for ticket management.
• Familiarity with Discord as a communication channel.
• Effective written communication via email.