Customer Support Specialist

Provide timely and professional support to traders across multiple channels including Intercom, Live Agent, Discord, email, and chat Respond to customer inquiries with clarity, patience, and professionalism Maintain strong, positive relationships with traders to enhance customer satisfaction and retention Address complex trading queries related to proprietary trading, forex, stocks, and other financial instruments Explain firm rules, policies, and trading requirements in a clear and accessible manner Break down complex trading concepts into easy-to-understand explanations for traders of varying experience levels Guide traders through account-related processes, technical issues, and platform navigation Core competencies: Outstanding problem-solving skills and attention to detail Persuasive and convincing communication style with a customer-first mindset Ability to remain calm and professional under pressure Team player with a collaborative approach to work Preferred candidate profile Trading Experience: Hands-on experience in proprietary trading, forex trading, or stock trading Deep understanding of trading concepts, risk management, and market mechanics Ability to discuss trading strategies, technical analysis, and market conditions confidently Technical & Communication Skills Excellent English communication skills (written and verbal) - must be able to articulate complex ideas clearly: Strong technical aptitude with the ability to troubleshoot platform-related issues Exceptional multitasking abilities - capable of managing multiple customer conversations simultaneously across different channels Preferred Qualifications: Multilingual capabilities - proficiency in languages beyond English is a advantage Prior experience using Intercom and Live Agent customer support platforms Previous customer support or client-facing experience in financial services, Familiarity with Discord community management Personal Attributes: Adaptable and flexible - willing to learn new systems, processes, and trading concepts Self-motivated with a proactive approach to continuous learning Empathetic listener who can understand trader frustrations and concerns Strong work ethic with commitment to delivering exceptional service Open to feedback and committed to personal and professional growth