Customer Experience Specialist

Role overview

Handle customer issues for a digital marketplace where users trade on outcomes of real-world events. The work spans account and transaction questions, market resolution disputes, and fast-moving periods when support demand rises; it calls for careful judgment and clear communication, including when the answer is not covered by an existing process.

Responsibilities - Respond to customer requests across chat, email, and social channels, covering account access and questions about how markets work. - Review disputed market outcomes, collect relevant details, and refer complex cases to policy colleagues with a concise explanation. - Identify recurring issues and share actionable patterns with product teams. - Create and revise help content to make complex marketplace topics easier to understand. - Monitor support queues during busy events, coordinate coverage, and raise emerging volume or issue concerns. - Work with policy, product, and operations to resolve cases that need input beyond standard support procedures.

Requirements - At least two years in a customer-facing support role, preferably in a high-volume or rapidly changing setting. - Strong writing skills, with the ability to produce accurate, empathetic responses quickly. - Sound judgment when guidance is incomplete or situations are ambiguous. - Ability to learn unfamiliar concepts, including market settlement and digital asset transactions.

Nice to have - Experience in crypto or financial technology, and familiarity with wallets, transactions, or trading products. - Experience using a customer support platform such as Zendesk or Intercom. - Interest in markets, current events, or forecasting.

Benefits and work setup - Salary and equity, flexible paid time off, health, vision, and dental coverage, and a retirement plan with employer matching. - New laptop, display, and accessories provided.