Remote Customer Experience Specialist

Resumonk; United States; Remote; USD 8,900 - 15,000; Full time

Job summary

Prop Firm Match Global – FZCO is seeking a remote Customer Support Specialist to assist traders with questions about promotions, payouts, and platform features across Intercom, Discord, and email.

You will own inquiries end to end, maintain accurate customer records, stay current with firm rules, and contribute to knowledge base updates while working CET-aligned hours in a fully async environment.

Qualifications

• Remote, high-volume support experience.
• Clear and empathetic written communication for non-technical customers.
• Hands-on experience with Intercom or similar helpdesk tools.
• Strong attention to detail when verifying promo codes, payout terms, and policy language.
• Excellent time management with ability to meet response and handling targets.
• Able to investigate issues independently before escalation.
• Collaborative mindset with cross-team coordination.

Responsibilities

• Respond to inquiries across Intercom tickets, Discord, and email.
• Review and resolve customer issues end to end.
• Escalate issues to the appropriate team when outside scope.
• Document cases and keep customer records up to date.
• Stay current on firm rules, payout information, and policies.
• Maintain accurate FAQs and internal documentation.
• Contribute to knowledge base updates and process improvements.

Skills

Remote work experience

Intercom experience

Written communication

Attention to detail

Time management

Independent problem solving

Team collaboration

Tools

Intercom

Job description

Prop Firm Match Global – FZCO is seeking a remote Customer Support Specialist to assist traders with questions about promotions, payouts, and platform features across Intercom, Discord, and email.

You will own inquiries end to end, maintain accurate customer records, stay current with firm rules, and contribute to knowledge base updates while working CET-aligned hours in a fully async environment.