Customer Experience Specialist

Skills

About the Role

You'll resolve user support tickets across chat, email, and social channels, handling everything from account issues to questions about how specific markets work. You'll investigate disputed market resolutions, escalate edge cases to the policy team, and track recurring issues to share findings with product. You'll also write help center articles, monitor queues during high-volume events, and work cross-functionally with policy, product, and operations.

Requirements

• 2+ years of experience in a customer-facing support role, ideally in a high-volume or fast-moving environment
• Strong written communication skills
• Comfort operating in ambiguous situations and using judgment
• Ability to learn unfamiliar technical concepts quickly, including how prediction markets resolve and how crypto transactions work
• Plus: prior experience at a crypto or fintech company
• Plus: hands-on experience with Zendesk, Intercom, or a comparable support platform
• Plus: genuine interest in markets, current events, or forecasting

Responsibilities

• Resolve user support tickets across chat, email, and social channels
• Investigate disputed market resolutions and escalate edge cases to the policy team with a clear summary
• Track recurring user issues, identify patterns, and write up findings for the product team
• Draft and update help center articles
• Monitor CX queues during high-volume events, coordinate coverage, and flag escalations
• Work cross-functionally with policy, product, and operations to close the loop on issues outside standard support flows

Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories