Customer Experience Specialist

Job Summary

To support a growing customer experience team, the full-time Customer Experience Specialist will resolve user support tickets across chat, email, and social channels while managing high-stakes situations during market resolutions in a remote environment.

Key responsibilities

• Resolve user support tickets, addressing account issues and market inquiries
• Investigate disputed market resolutions and escalate complex cases to the policy team
• Track recurring user issues, identify patterns, and draft help center articles to enhance user understanding

Required qualifications

• 2+ years of experience in a customer-facing support role, preferably in a fast-paced environment
• Strong written communication skills with the ability to provide clear and empathetic responses
• Comfort with ambiguity and the ability to make judgment calls in uncertain situations
• Quick learner of unfamiliar technical concepts, particularly in prediction markets and crypto transactions
• Prior experience in a crypto or fintech company is a plus