Customer Experience Associate

Customer Experience Associate Location: Remote - W orking primarily in US time zones and collaborating with a distributed team. Schedule: Rotating with willingness to work a schedule that includes nights and weekends. Role Overview We’re hiring a Customer Experience Associate to join our Operations team and be a frontline voice for ProphetX users. You’ll answer questions over email and live chat, help users navigate the product, and use internal tools to diagnose issues and resolve bugs as they come up. You’ll also surface what you’re hearing from users to Product, Marketing, and Operations, so their feedback actually shapes the roadmap. This role regularly includes night and weekend shifts as part of a normal work schedule, since our users are active around the clock. Key Responsibilities What You’ll Own Respond quickly and thoughtfully to user questions over email and live chat, consistently aiming to exceed expectations. Use internal tools to diagnose issues, troubleshoot bugs, and resolve platform quirks efficiently. Proactively connect with new and existing users across support channels to help them get the most out of the product. Monitor product stability and performance through user outreach, and escalate issues to Engineering and Product promptly. Process and evaluate redemption requests in line with internal and regulatory procedures. Observe and flag fraud patterns or related account activity. Communicate user feedback and trends to Product, Marketing, and Operations. Continuously look for ways to improve our customer experience process. Skills, Knowledge and Expertise What We’re Looking For A quick, creative problem-solver who thinks on their feet in a fast-moving environment. Strong communication, organizational, and analytical skills. General knowledge of the sports betting, trading, or prediction markets landscape. Comfort learning new internal tools and systems quickly. Willingness to work a schedule that includes nights and weekends. Nice to Have Previous experience with Zendesk or similar systems Previous experience with Slack and Google Workspace tools Experience in prediction markets specifically Familiarity with CFTC-regulated or financial services product environment Why Join Us! Compensation & Ownership Competitive compensation aligned to role and market Equity opportunities so you share in what we’re building A clear connection between impact and reward Health & Wellbeing Medical, dental, and vision coverage Flexible time off built on trust and accountability A culture that respects your time and avoids unnecessary meetings Remote & Flexible Work Fully remote within the U.S. Flexibility to work in the way that helps you do your best work The Opportunity Be the definitive mobile quality expert at a growing betting exchange startup Take on a high-impact role with direct influence on user experience and platform reliability Work closely with a globally distributed engineering team on a modern, evolving platform Be part of the journey toward CFTC-regulated operations in the U.S. market