Customer Experience Representative

Prop Firm Match Global – FZCO is seeking a dedicated Customer Experience Representative to join their remote team. This vital role is instrumental in ensuring that traders, the core users of the Prop Firm Match platform, have a seamless and positive experience. By providing timely, accurate, and empathetic support, you will help foster confidence in the platform's capabilities and uphold the trust placed in Prop Firm Match by both its users and its partner firms. Every interaction you manage will directly contribute to shaping a favourable customer journey and safeguarding the company's esteemed reputation.

About the role

As a Customer Experience Representative, you will be the primary point of contact for traders navigating the Prop Firm Match platform. Your responsibilities will extend across various communication channels, including responding to inquiries via Intercom tickets, the Discord community, and email correspondence. A significant aspect of this position involves meticulously reviewing and resolving customer issues from initial contact right through to a satisfactory conclusion. This requires a nuanced approach, adapting your communication style and methodology to suit the unique circumstances of each client, without ever compromising on the accuracy of the information or solutions provided. You will be expected to effectively prioritise incoming support requests, adhering to established workflows to ensure efficiency and consistency in service delivery.

Furthermore, maintaining thorough and up-to-date records of customer interactions and case resolutions will be a key duty. This includes the careful verification of any promotional offers, discount codes, or loyalty program submissions before providing a response. Beyond direct customer support, you will play a crucial role in the continuous improvement of the platform. By diligently reporting any bugs encountered and flagging recurring issues to the Product and Development teams, you will contribute valuable insights that drive the evolution of Prop Firm Match.

What they're looking for

To excel in this role, Prop Firm Match Global – FZCO is looking for individuals with a proven track record in customer support or other client-facing positions. A minimum of two years of relevant experience is required. Exceptional written communication skills are paramount, as you will be articulating complex information clearly and concisely across various digital platforms. Hands-on experience with helpdesk or ticketing systems, specifically Intercom, is highly desirable and will be a significant advantage.

A high degree of attention to detail is essential, ensuring that all customer queries are addressed with precision and that all documentation is accurate. The ability to investigate and troubleshoot issues independently is also a key requirement, demonstrating initiative and problem-solving capabilities. You should be comfortable working autonomously while remaining a collaborative team member, contributing to a positive and productive remote work environment.

This is an opportunity to be part of a dynamic organisation that is a leader in connecting traders with proprietary trading firms. Prop Firm Match Global – FZCO provides traders with an essential toolkit for discovering, comparing, and selecting the most suitable trading firms, offering features like detailed challenge comparisons, verified user reviews, and accurate payout data.

In South Africa, customer experience representative roles can vary significantly in remuneration based on experience, the industry, and the specific responsibilities. Roles in technology or specialised financial services sectors, such as this one, often offer competitive salaries. Career progression typically involves opportunities to move into more senior support roles, team leadership positions, or specialisations within customer success or operations.

• Minimum 2 years of customer support or other client-facing experience.
• Strong written communication skills.
• Hands-on experience with Intercom or a similar helpdesk/ticketing platform.
• High attention to detail.
• Comfortable investigating and troubleshooting independently.