Remote Customer Experience Representative

Prop Firm Match Global FZCO (PFM) is hiring a Customer Experience Representative for a fully remote, full-time position. The role is open worldwide and is suited to an experienced customer support professional who can provide accurate, timely, and empathetic assistance to traders across multiple communication channels.
The successful candidate will help customers resolve issues, understand platform information, and receive accurate guidance on proprietary trading firms, promotions, payouts, and loyalty rewards.

Job Overview
The Customer Experience Representative will serve as a key point of contact between PFM and its customers. The role involves managing support requests, investigating issues, maintaining accurate customer information, and working with other teams to improve the overall customer experience.

Job Details
Company: Prop Firm Match Global FZCO
Job Title: Customer Experience Representative
Location: Remote, Worldwide
Employment Type: Full-time
Work Schedule: CET-aligned hours
Salary: Up to $800–$1,300 USD per month gross

About Prop Firm Match Global FZCO
Prop Firm Match Global FZCO operates a platform that helps traders discover and compare proprietary trading firms. The platform provides information such as challenge details, verified reviews, payout data, and other tools to help traders make informed decisions.
The company operates as a fully remote team with an emphasis on ownership, communication, and practical results.

Job Description
The Customer Experience Representative will provide front-line support to traders using the PFM platform. You will handle customer questions and issues through Intercom, Discord, and email while ensuring that information provided is accurate and consistent.
The role also involves identifying recurring problems, escalating issues when necessary, and contributing to improvements in customer support processes and documentation.

Key Responsibilities
1. Respond to customer questions through Intercom, Discord, and email.
2. Investigate and resolve customer issues from start to finish.
3. Adjust communication to individual customer situations while maintaining accuracy and professionalism.
4. Prioritize incoming support requests according to established procedures.
5. Maintain accurate customer records and case documentation.
6. Escalate issues to the appropriate internal team when they require further assistance.
7. Verify promotional offers, promo codes, loyalty submissions, and other customer-related information before responding.
8. Keep up to date with proprietary trading firm rules, payout information, and relevant policies.
9. Help maintain accurate FAQs and internal support documentation.
10. Identify recurring customer problems and report potential bugs to Product and Development teams.
11. Recommend improvements to customer support workflows based on observed trends.
Contribute to knowledge base updates and AI training data.

Requirements / Qualifications
Required
1. At least 2 years of experience in customer support or another client-facing role, preferably in a remote and high-volume environment.
2. Strong written communication skills and the ability to explain information clearly and empathetically.
3. Practical experience using Intercom or a similar helpdesk or ticketing platform.
4. Excellent attention to detail, particularly when checking promotional codes, payout terms, and policies.
5. Strong time-management skills and the ability to meet response and handling-time targets without compromising service quality.
6. Ability to independently investigate and troubleshoot customer issues before escalating them.
Professional, responsible, and collaborative approach to work.
7. Ability to work independently without extensive supervision.
8. Availability to work CET-aligned hours in a fully remote, asynchronous work environment.

APPLY HERE

Important Note
Applicants do not necessarily need to meet every listed qualification if they believe they can successfully perform the role. PFM states that it welcomes candidates from different backgrounds and experiences.
Candidates should carefully review the role requirements and ensure that all information provided during the application process is accurate.