Remote FinTech Customer Experience Specialist

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

Benefits offered by this job

Remote worldwide

Fully remote team

Competitive pay

Job summary

Prop Firm Match Global FZCO is seeking a remote Customer Experience specialist to deliver timely, accurate, and empathetic support across Intercom, Discord, and email. You’ll help traders with promotions, payout questions, loyalty rewards, and firm information while upholding trust in PFM and partner firms.

In this role you will prioritize tickets, document cases, verify offers, stay current on policies, and contribute to knowledge-base updates.

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: comfortable verifying specifics (promo codes, payout terms, policy language) before responding.
• Strong time management, with the discipline to hit response-time and handling-time targets without cutting corners on quality.
• Comfortable investigating and troubleshooting an issue independently before escalating it.
• Professional, accountable, and collaborative: works well across teams without needing heavy oversight.
• Available to work CET-aligned hours in a fully remote, async-first environment.

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.

Skills

Written communication

Intercom experience

Attention to detail

Time management

Remote work

Problem solving

Team collaboration

CET hours

Tools

Intercom

Job description

Prop Firm Match Global FZCO is seeking a remote Customer Experience specialist to deliver timely, accurate, and empathetic support across Intercom, Discord, and email. You’ll help traders with promotions, payout questions, loyalty rewards, and firm information while upholding trust in PFM and partner firms.

In this role you will prioritize tickets, document cases, verify offers, stay current on policies, and contribute to knowledge-base updates.