Customer Experience Representative

About PFM Prop Firm Match Global FZCO is a leading platform for discovering, comparing, and selecting top proprietary trading firms. We provide traders with tools and features to easily compare challenge details, read verified reviews, see accurate payout data, and much more. We're a fast-moving, fully remote team with members from all around the world caring deeply about the quality of what we build. Our culture values ownership, clear communication, and practical impact over fluff. About the department Customer Experience is the front line of PFM. We're the team traders turn to when something isn't working, when they need clarity on a firm, a promotion, or their loyalty rewards, or when a payout question needs a real answer. We work across Intercom, Discord, and email to keep response times fast without losing quality and every ticket we close well is a small deposit in the trust traders place in PFM and in the firms we work with. About the role 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. Performance objectives Objective 1 -  Deliver exceptional customer experience Own this outcome end to end, translating it into clear priorities, coordinated execution, and measurable results. Typical tasks: 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. Success looks like Customers receive accurate, professional, and empathetic support with high satisfaction. Objective 2 -  Maintain operational excellence Own this outcome end to end, translating it into clear priorities, coordinated execution, and measurable results. Typical tasks: 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. Success looks like SLAs are consistently met while maintaining quality and minimizing escalations. Objective 3 -  Ensure information accuracy Own this outcome end to end, translating it into clear priorities, coordinated execution, and measurable results. Typical tasks: 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. Success looks like Customers receive consistent and up-to-date information regarding firms, promotions, loyalty rewards, and platform features. Objective 4 -  Support continuous improvement Own this outcome end to end, translating it into clear priorities, coordinated execution, and measurable results. Typical tasks: 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. Success looks like Customer feedback drives product and process improvements. What we look for Must have 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. Availa