Customer Experience Representative
New
P
Prop Firm Match Global FZCOFintech / SaaS
Remote, worldwide, with strong overlap with CET hours., Strong overlap with CET hours.Full-TimeMiddle
Salary800 - 1,300 USD per month
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Job Details
- Experience
- Minimum 2 years
- Required Skills
- Time ManagementWritten communicationSaaSTroubleshootingCustomer support
Requirements
- Minimum 2 years of customer support or other client-facing experience.
- Experience in a remote, high-volume environment.
- Strong written communication skills.
- Hands-on experience with Intercom or a similar helpdesk/ticketing platform.
- High attention to detail regarding verifying promo codes, payout terms, and policy language.
- Strong time management skills with ability to hit response-time targets.
- Capable of investigating and troubleshooting issues independently.
- Professional, accountable, and collaborative working style.
- Availability to work CET-aligned hours.
Responsibilities
- Respond to customer inquiries across Intercom tickets, Discord, and email.
- Review and resolve customer issues end to end.
- Tailor tone and approach to each customer's situation without sacrificing accuracy.
- Prioritize incoming tickets and follow established workflows.
- Document cases and keep customer records up to date.
- Escalate issues to the right team when they fall outside scope.
- Verify offers, promo codes, and loyalty program submissions before responding.
- Stay current on firm rules, payout information, and policies.
- Report bugs and flag recurring issues to Product and Development.
- Contribute to knowledge base updates and AI training data.
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