Customer Experience Specialist

Swooped; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

Swooped is seeking a Customer Experience Specialist to serve as the primary contact for users of a peer-to-peer prediction market platform. You’ll handle front-line inquiries across chat, email, and social channels, resolve account questions, and work with product, policy, and operations to resolve complex cases.

You’ll investigate disputes, track trending issues, draft help articles, and ensure smooth support during high-volume events.

Qualifications

• 2+ years of experience in a customer-facing support role, ideally in a high-volume or fast-moving environment.
• Strong written communication skills, specifically the ability to write clear, accurate, and empathetic responses quickly and without heavy editing.
• Comfort operating in ambiguous situations where the right answer isn't always documented and you have to use judgment.
• Ability to learn unfamiliar technical concepts quickly, including how prediction markets resolve and how crypto transactions work.
• (Plus) Prior experience at a crypto or fintech company, with working knowledge of wallets, transactions, or trading products.
• (Plus) Hands-on experience with Zendesk, Intercom, or a comparable support platform.
• (Plus) Genuine interest in markets, current events, or forecasting, the kind that means you already understand why someone would care about a prediction market.

Responsibilities

• Resolve user support tickets across chat, email, and social channels, addressing account inquiries and questions about market mechanics.
• Investigate disputed market resolutions, gather relevant context, and escalation edge cases to the policy team with clear issue summaries.
• Track recurring user issues, identify trends, and synthesize actionable findings for the product team.
• Draft and update help center articles to explain complex platform concepts clearly.
• Monitor support queues during high-volume events, coordinate coverage with team members, and flag issues or volume spikes requiring escalation.
• Collaborate cross-functionally with policy, product, and operations teams to resolve inquiries outside standard support flows.

Skills

Written communication

Ambiguity tolerance

Learning new technical concepts

Crypto/fintech familiarity

Forecasting interest

Cross-functional collaboration

Tools

Zendesk/Intercom

Job description

The Customer Experience Specialist serves as the primary point of contact for users of a peer-to-peer prediction market platform. Operating across chat, email, and social channels, this role handles front-line user inquiries, investigates emerging issues, and collaborates with product, policy, and operations teams to resolve complex cases.

Key Responsibilities

• Resolve user support tickets across chat, email, and social channels, addressing account inquiries and questions about market mechanics.
• Investigate disputed market resolutions, gather relevant context, and escalation edge cases to the policy team with clear issue summaries.
• Track recurring user issues, identify trends, and synthesize actionable findings for the product team.
• Draft and update help center articles to explain complex platform concepts clearly.
• Monitor support queues during high-volume events, coordinate coverage with team members, and flag issues or volume spikes requiring escalation.
• Collaborate cross-functionally with policy, product, and operations teams to resolve inquiries outside standard support flows.

Qualifications

• 2+ years of experience in a customer-facing support role, ideally in a high-volume or fast-moving environment.
• Strong written communication skills, specifically the ability to write clear, accurate, and empathetic responses quickly and without heavy editing.
• Comfort operating in ambiguous situations where the right answer isn't always documented and you have to use judgment.
• Ability to learn unfamiliar technical concepts quickly, including how prediction markets resolve and how crypto transactions work.
• (Plus) Prior experience at a crypto or fintech company, with working knowledge of wallets, transactions, or trading products.
• (Plus) Hands-on experience with Zendesk, Intercom, or a comparable support platform.
• (Plus) Genuine interest in markets, current events, or forecasting, the kind that means you already understand why someone would care about a prediction market.