Overview

Deliver timely, accurate, and empathetic support that enables traders to confidently use Prop Firm Match while maintaining trust with both customers and partner firms. This role ensures every customer interaction contributes to a positive experience and protects the reputation of PFM.

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.
  • Keep FAQs and internal documentation accurate and current.
  • Report bugs and flag recurring issues to Product and Development.
  • Suggest workflow improvements based on patterns you notice.
  • Contribute to knowledge base updates and AI training data.
Required Qualifications:
  • 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 an issue independently before escalating it.
  • 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) - kept here as a nice-to-have rather than dropped entirely, since it's still worth listing as a plus.
  • Experience managing or responding to public reviews (e.g., Trustpilot).
  • Background in fintech, SaaS, or another fast-paced digital consumer platform.
  • Customer Support
  • Written Communication
  • Time Management
  • Troubleshooting
  • Attention to Detail
  • Collaboration
Technologies:
  • Intercom
  • Discord
Note:

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