Client Support Specialist

Role overview Support traders as a first point of contact, helping them use a brokerage platform and understand event-based markets. You’ll manage client questions across chat, email, and tickets, resolve account and platform issues, and coordinate with support leadership and teams such as compliance, risk, and operations. The role also contributes to building support for a new product area.

Responsibilities - Respond to client requests in a help desk, providing clear and accurate written guidance. - Assist with account setup, identity verification, deposits, withdrawals, and platform navigation. - Explain market contracts, pricing, settlement, and how outcomes are determined. - Handle questions during high-volume events, including live sports and major news. - Investigate platform problems, escalate technical issues, and follow account or documentation cases through to resolution. - Record interactions and share recurring client issues with product and operations teams.

Requirements - Customer service experience, ideally in financial services, trading, betting, or a related client-facing field. - Working knowledge of sports betting, prediction markets, or event-based trading. - Strong written communication and careful attention to accuracy, including during ticket-volume spikes. - Hands-on experience with help desk inboxes, macros, and ticket workflows. - Familiarity with margin, settlement, and identity verification or anti-money-laundering documentation. - Good judgment about when to resolve an issue independently and when to escalate.

Nice to have - Experience at a proprietary trading firm, futures commission merchant, or introducing broker; futures brokerage knowledge is also useful. - Familiarity with trading platforms or market data tools, and with support automation or AI agents. - Additional language skills.

Benefits and work setup - Opportunity to help establish support for a new product, with scope to grow as the business scales. - Performance bonus and medical, dental, vision, and retirement benefits with an employer match.