Remote Customer Experience Specialist

Prop Firm Match Global – FZCO; España; On-site; PHP 558,000 - 907,000; Full time

Job summary

Prop Firm Match Global FZCO is seeking a remote Customer Experience Specialist to deliver timely and empathetic support for traders across Intercom, Discord, and email. You will ensure accurate information, maintain customer trust, and contribute to knowledge base and product improvements.

The role emphasizes handling inquiries, verifying promotions and payout terms, and collaborating across teams in a fully remote, async-first environment with CET overlap.

Qualifications

• Minimum 2 years of customer support or other client-facing experience, ideally in a remote, high-volume environment.
• Strong written communication: able to explain things clearly and empathetically to non-technical customers.
• Hands-on experience with Intercom or a similar helpdesk/ticketing platform.
• High attention to detail: verify promo codes, payout terms, policy language before responding.
• Strong time management: hit response-time and handling-time targets without sacrificing quality.

Responsibilities

• Respond to customer inquiries across Intercom tickets, Discord, and email.
• Review and resolve customer issues end to end.
• Tailor tone and approach to each customer's situation without sacrificing accuracy.
• Prioritize incoming tickets and follow established workflows.
• Document cases and keep customer records up to date.
• Escalate issues to the right team when they fall outside scope.
• Verify offers, promo codes, and loyalty program submissions before responding.
• Stay current on firm rules, payout information, and policies.
• Keep FAQs and internal documentation accurate and current.
• Report bugs and flag recurring issues to Product and Development.
• Suggest workflow improvements based on patterns you notice.
• Contribute to knowledge base updates and AI training data.

Skills

Customer support experience

Written communication

Troubleshooting independently

Time management

Collaborative

CET-aligned hours

Fintech familiarity

Tools

Intercom

AI-assisted support tools

Job description

Prop Firm Match Global FZCO is seeking a remote Customer Experience Specialist to deliver timely and empathetic support for traders across Intercom, Discord, and email. You will ensure accurate information, maintain customer trust, and contribute to knowledge base and product improvements.

The role emphasizes handling inquiries, verifying promotions and payout terms, and collaborating across teams in a fully remote, async-first environment with CET overlap.