Customer Experience Specialist
Role Details
- Location: United States
- Work Arrangement: Remote
- Employment Type: Full-time
Overview
The Customer Experience Specialist serves as the primary point of contact for users of a peer-to-peer prediction market platform. Operating across chat, email, and social channels, this role handles front-line user inquiries, investigates emerging issues, and collaborates with product, policy, and operations teams to resolve complex cases.
Key Responsibilities
- Resolve user support tickets across chat, email, and social channels, addressing account inquiries and questions about market mechanics.
- Investigate disputed market resolutions, gather relevant context, and escalate edge cases to the policy team with clear issue summaries.
- Track recurring user issues, identify trends, and synthesize actionable findings for the product team.
- Draft and update help center articles to explain complex platform concepts clearly.
- Monitor support queues during high-volume events, coordinate coverage with team members, and flag issues or volume spikes requiring escalation.
- Collaborate cross-functionally with policy, product, and operations teams to resolve inquiries outside standard support flows.
Qualifications
- 2+ years of experience in a customer-facing support role, ideally in a high-volume or fast-moving environment.
- Strong written communication skills, specifically the ability to write clear, accurate, and empathetic responses quickly and without heavy editing.
- Comfort operating in ambiguous situations where the right answer isn't always documented and you have to use judgment.
- Ability to learn unfamiliar technical concepts quickly, including how prediction markets resolve and how crypto transactions work.
- (Plus) Prior experience at a crypto or fintech company, with working knowledge of wallets, transactions, or trading products.
- (Plus) Hands-on experience with Zendesk, Intercom, or a comparable support platform.
- (Plus) Genuine interest in markets, current events, or forecasting, the kind that means you already understand why someone would care about a prediction market.
Compensation and Benefits
- Competitive salary and equity
- Health, vision, and dental insurance
- Paid time off
- 401(k) match