Customer Service Representative

About the role

We are looking for a proactive Customer Service Representative to build and lead a high‑quality support function for our prediction market product. You will translate complex market mechanics into clear guidance, helping users navigate the platform while establishing reliable support processes.

Key responsibilities

• Provide first‑line support across live chat, email, Discord, Telegram and other community channels.
• Design and manage structured support workflows, escalation paths, response standards and documentation.
• Act as a trusted point of contact, escalating high‑priority or sensitive issues to relevant teams.
• Assist users with onboarding, trading issues, market‑related questions and other friction points throughout their journey.
• Communicate with users in a clear, reassuring and engaging tone.
• Develop internal programs, tools, resources and training to improve support quality, efficiency and consistency.
• Identify recurring pain points and convert them into actionable insights for Product, Markets, Liquidity, Growth and Engineering.
• Enhance onboarding support, educational content, FAQs and first‑trade experiences to lower user barriers.
• Ensure support operations comply with internal standards and applicable regulations.

Required profile

• Strong systems‑builder who can bring structure to ambiguous, fast‑moving environments.
• Ability to understand and explain complex market mechanics in simple, user‑friendly terms.
• High empathy for users combined with excellent written communication.
• High standards for response speed, process quality and user satisfaction.
• Experience building or leading support operations in crypto, fintech, exchanges, marketplaces or similarly complex products.
• Strong pattern recognition and good judgment around escalation and prioritisation.
• Experience in knowledge‑base or education‑hub development is a strong plus.

Required skills