Customer Experience Specialist (Remote) at Prop Firm Match Global FZCO

Prop Firm Match Global FZCO is a leading platform for discovering, comparing, and selecting top proprietary trading firms. We provide traders with tools and features to easily compare challenge details, read verified reviews, and see accurate payout data. Our culture values ownership, clear communication, and practical impact over fluff.

The Customer Experience team is the front line of PFM. We are the team traders turn to when they need clarity on a firm, promotions, loyalty rewards, or payout questions. We work across Intercom, Discord, and email to ensure fast response times without compromising quality. Every well-resolved ticket builds trust with traders and partner firms.

This role ensures every customer interaction contributes to a positive experience and protects the reputation of PFM.

Requirements

Performance Objectives

Objective 1 - Deliver Exceptional Customer Experience

Typical Tasks:

• 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.

Success Looks Like: Customers receive accurate, professional, and empathetic support with high satisfaction.

Objective 2 - Maintain Operational Excellence

Typical Tasks:

• 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.

Success Looks Like: SLAs are consistently met while maintaining quality and minimizing escalations.

Objective 3 - Ensure Information Accuracy

Typical Tasks:

• Verify offers, promo codes, and loyalty program submissions before responding.
• Stay current on firm rules, payout information, and policies.
• Keep FAQs and internal documentation accurate and current.

Success Looks Like: Customers receive consistent and up-to-date information regarding firms, promotions, loyalty rewards, and platform features.

Objective 4 - Support Continuous Improvement

Typical Tasks:

• Report bugs and flag recurring issues to Product and Development.
• Suggest workflow improvements based on patterns observed.
• Contribute to knowledge base updates and AI training data.

Success Looks Like: Customer feedback drives product and process improvements.

What We Look For

Must Have:

• Minimum 2 years of customer support or other client-facing experience, ideally in a remote, high-volume environment.
• Strong written communication: able to explain things clearly and empathetically to non-technical customers.
• Hands-on experience with Intercom or a similar helpdesk/ticketing platform.
• High attention to detail: comfortable verifying specifics (promo codes, payout terms, policy language) before responding.
• Strong time management, with the discipline to hit response-time and handling-time targets without cutting corners on quality.
• Comfortable investigating and troubleshooting issues independently before escalating.
• Professional, accountable, and collaborative: works well across teams without needing heavy oversight.
• Available to work CET-aligned hours in a fully remote, async-first environment.

Nice to Have:

• Familiarity with proprietary trading firms or the prop trading industry.
• Experience using AI-assisted support tools (e.g., Intercom Fin AI or similar).
• Experience managing or responding to public reviews (e.g., Trustpilot).
• Background in fintech, SaaS, or another fast-paced digital consumer platform.