[Hiring] Customer Experience Associate @ProphetX

Role Description

We're hiring Seasonal Customer Experience Associates to join our Operations team and be a frontline voice for ProphetX users during our peak season. 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 includes weekend coverage as part of a normal work schedule, since our users are active around the clock.

Key Responsibilities

• 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.

Qualifications

• Prior customer support or CX experience at a sports betting, trading, or prediction markets company.
• Solid working knowledge of prediction markets, from contracts and pricing to settlement, and the ability to explain them clearly to users.
• Ability to contribute from week one with minimal training (this is a seasonal role with a short ramp).
• Experience with Zendesk or similar support platforms.
• Experience with Slack and Google Workspace.
• You think on your feet and solve problems creatively in a fast-moving environment.
• You communicate clearly, stay organized, and use data to spot patterns.
• You’re available for a schedule that includes weekends and nights, because that’s when the action happens.

Benefits

• Competitive compensation aligned to role and market.
• A clear connection between impact and reward.
• Company swag.
• Fully remote within the U.S.
• Flexibility to work in the way that helps you do your best work.
• Flexible time off built on trust and accountability.
• A culture that respects your time and avoids unnecessary meetings.
• Join the front line of a growing prediction markets exchange during our biggest season.
• Have a direct impact on user experience, and be the voice users hear when markets move fast.
• Seasonal role with a real path to a full-time position with the company.
• Work alongside a sharp, driven team that’s building something new (and has fun doing it).