- Handle client questions through Intercom chat, email, and tickets with clear and accurate written replies.
- Help clients with account setup, verification, funding, withdrawals, and platform navigation.
- Explain prediction market contract structure, pricing, settlement, and how outcomes are decided.
- Address market-specific questions during busy events, such as live sports and major news.
- Troubleshoot platform issues and escalate technical problems to the appropriate internal team.
- Track account changes, document submissions, and compliance questions through to resolution.
- Identify patterns in client questions and share them with product and operations.
- Maintain records of every client interaction in Intercom.
- Work with compliance, risk, and operations to support the client experience.
Customer serviceWritten communication