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. • Available to work CET-aligned hours in a fully remote, async-first environment. Nice to have • Familiarity with proprietary trading firms or the prop trading industry. • Experience using AI-assisted support tools (e.g., Intercom Fin AI or similar) - kept here as a nice-to-have rather than dropped entirely, since it's still worth listing as a plus. • Experience managing or responding to public reviews (e.g., Trustpilot). • Background in fintech, SaaS, or another fast-paced digital consumer platform. Compensation • up to $800 - $1,300 USD / month gross Location & work setup •  Remote, worldwide, with strong overlap with CET hours. •  Employment type: Full-time. Hiring stages We keep our process simple, transparent, and respectful of your time. Here's what to expect: • Application screening We carefully review all applications to identify candidates whose background aligns with the role's requirements. You'll receive a timely and transparent update on your application status. • Video intro + role fit questionnaire A short async step - no scheduling required. You'll record a brief video introduction and complete a written questionnaire, helping us understand your background and fit without either side committing to a live call upfront. • Discovery HR Interview A conversation with our HR team focused on company and culture match - how PFM works, what remote ownership looks like day to day, and what success in this role looks like. • Real-world task A short, scoped exercise based on real PFM support scenarios, giving both sides a realistic view of the work before committing further. • Professional interview A conversation with the Head of Customer Experience focused on your support experience, problem-solving approach, and how you handle real user situations - including firm-comparison neutrality and integrity judgment calls. • Peer & values conversation A conversation with a peer from across the team focused on values, culture, and how you work best. You'll have plenty of space to ask questions and get a real feel for life at PFM. If there's a strong mutual match, we start with an informal conversation to align on expectations, then follow up with a formal written offer. Full transparency throughout, and time for you to make an informed decision. To keep things fully transparent and mutually fair, we complete a reference check before the formal offer is extended. No surprises - just part of how we make careful, informed decisions on both sides. Before applying take into account that: ▸ If you don’t meet every single qualification but believe you can excel in the role based on what it requires - we encourage you to apply. ▸ We are an equal opportunity employer and welcome applicants from all backgrounds, experiences, and perspectives. ▸ Even if it’s not listed as a formal requirement, we truly value candidates who have clear familiarity with the prop trading industry and us, our mission and what we do. Not the right fit for this role? If this role isn’t the right match but you have experience in trading operations, customer success, compliance, support, partnerships, or a related area - we still want to hear from you. Join our Talent Pool and we’ll reach out when a relevant role opens. Every submission is reviewed, and the pool is always the first place we look before opening a new search. Please mention the word **AGILITY** and tag ROTguODMuMjguMTQx when applying to show you read the job post completely (#ROTguODMuMjguMTQx). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.