Customer Experience Associate

ProphetX; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

An innovative firm is seeking a motivated Customer Experience Associate to join their Operations team. This entry-level position focuses on delivering exceptional support to users through email and live chat, ensuring a seamless experience on the platform. The ideal candidate will possess strong problem-solving skills and a deep understanding of the sports gaming landscape. With opportunities for advancement and a supportive remote work environment, this role offers a chance to make a meaningful impact while working collaboratively with a dynamic team. If you're ready to contribute creatively and enhance user interactions, this is the perfect opportunity for you.

Benefits

Remote working options

Complete training

No micromanaging

Surplus of advancement opportunities

Qualifications

• Strong communication and problem-solving skills are essential.
• Ability to work outside normal business hours is required.
• Deep understanding of the sports gaming landscape is preferred.

Responsibilities

• Deliver thoughtful support through email and live chat.
• Curate website frontend for user accessibility.
• Provide excellent customer service and communicate feedback.

Skills

Problem-solving

Communication skills

Organizational skills

Analytical skills

Technical intuition

Education

Entry level

Tools

Customer service tools

Job description

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About: ProphetX is a peer-to-peer sports exchange where users can set prices for others to play on or make plays on the prices already available. Other Sweepstakes platforms have fixed odds, high margins, and severely limit users, all problems ProphetX solves with its exchange technology.

Location: Remote

Scale: Series A

Mission: Provide US Sweepstakes users with the best platform for price, liquidity and simplicity.

ProphetX is looking for a highly motivated and detail-oriented individual to join our Operations team as a Customer Experience Associate. In this role, you’ll work closely with teammates to deliver fast, thoughtful support through channels like email and live chat, ensuring users have a seamless experience on our platform. You'll actively connect with both new and existing users, helping them navigate the product while identifying opportunities to make their journey smoother and more engaging. Strong technical intuition will help you pick up internal tools quickly, diagnose issues, and contribute to efficient problem-solving when bugs or platform quirks arise. We're looking for someone who approaches customer support not just as a function, but as an opportunity to create meaningful interactions and leave a lasting positive impression. You’ll also help surface valuable user feedback to other parts of the business.

The Role:

1. Collaborate with a dynamic team to quickly address user questions via email and live chat, consistently aiming to surpass expectations.
2. Apply your technical expertise to navigate internal tools, diagnose issues, and resolve bugs efficiently.
3. Curate the frontend of the website to allow easy access for users.
4. Actively connect with both current and potential users across multiple communication platforms.
5. Provide an excellent customer service experience to all customers via our customer service tools.
6. Communicate user feedback and trends across teams, including product, marketing, and operations.
7. Bring creativity and enthusiasm to every user interaction, always striving to deliver exceptional customer experiences.
8. Leverage back-office capabilities to ensure all teams have the information that they need to keep Prophet running smoothly.
9. Monitor product stability and performance via customer outreach, and properly escalate any issues.
10. Process & deny redemption requests in line with internal & regulatory procedures.
11. Observe & identify fraud patterns and/or any related accounts.
12. Constantly strive to improve our customer experience process.

Qualifications:

1. This position will require consistent work outside normal business hours. While you will still be working a normal workload, you will be frequently asked to work night and weekend shifts.
2. A quick and creative problem-solving mind.
3. Deep understanding of the sports gaming landscape and trading platforms.
4. Strong communication, organizational, problem-solving and analytical skills.
5. Ample experience gaming on sports and using various gaming or related products.
6. Ability to quickly learn, work hard, and think on your feet.
7. Willingness to work with various teams to alleviate pain points.
8. Deep understanding of the sweepstakes landscape including complimentary products and competitors.
9. A fearlessness to contribute ideas to the team.
10. This is an entry level position - all candidates are welcome to apply regardless of prior experience.
11. Surplus of advancement opportunity.
12. Remote working options.
13. Complete training and then NO micromanaging!

Prophet provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Seniority level

Entry level

Employment type

Full-time

Industries

Technology, Information and Internet