Remote Customer Experience Specialist

Prop Firm Match Global â FZCO; United States; Remote; USD 8,900 - 15,000; Full time

Job summary

Prop Firm Match Global FZCO is seeking a Customer Experience specialist to deliver timely, accurate, and empathetic support for traders using our platform. You will engage via Intercom, Discord, and email, resolving issues while upholding trust between customers and partner firms.

In this fully remote, async-first role, you’ll maintain records, stay updated on payout information and policies, and contribute to knowledge base updates to improve how we help traders.

Qualifications

• Minimum 2 years of remote customer support experience.
• Strong written communication to non-technical users.
• Hands-on experience with Intercom or similar helpdesk.
• High attention to detail verifying promo codes and policies.
• Able to work CET-aligned hours in a fully remote async environment.
• Professional, accountable, and collaborative across teams.
• Ability to investigate and troubleshoot issues independently.

Responsibilities

• Respond to inquiries across Intercom, Discord, and email.
• Review and resolve customer issues end to end.
• Tailor tone to each customer without sacrificing accuracy.
• Prioritize tickets and follow workflows.
• Document cases and keep records up to date.
• Escalate issues outside scope.
• Stay current on firm rules, payout data, and policies.
• Contribute to knowledge base updates.

Skills

Remote customer support

Strong written communication

Intercom experience

Attention to detail

Time management

Independent troubleshooting

Team collaboration

CET hours availability

Tools

Intercom

Job description

Prop Firm Match Global FZCO is seeking a Customer Experience specialist to deliver timely, accurate, and empathetic support for traders using our platform. You will engage via Intercom, Discord, and email, resolving issues while upholding trust between customers and partner firms.

In this fully remote, async-first role, you’ll maintain records, stay updated on payout information and policies, and contribute to knowledge base updates to improve how we help traders.