Customer Support Agent

About Us

At Falcon Funded, we help traders unlock their full potential. Our mission is to empower disciplined, consistent individuals with the capital, tools, and structure they need to succeed in the financial markets. We're not just a funding platform, we're building a brand that inspires, educates, and visually engages a global trading community.

The Role

We are looking for an experienced Customer Support Agent to join our international team.
We are looking for someone with previous experience working for a prop firm, strong trading knowledge, and experience handling customer support through live chat and email.

Key Responsibilities

• Provide customer support through live chat and email.

• Assist traders with questions regarding challenges, funded accounts, trading rules, payouts, account breaches, payments, and platform-related issues.

• Troubleshoot account and platform issues and escalate technical cases when necessary.

• Review account information and trading activity to investigate customer queries.

• Clearly explain trading rules and account conditions to customers.

• Handle multiple customer conversations simultaneously while maintaining accuracy and quality.

• Document customer interactions and maintain accurate internal records.

• Escalate complex cases to Management, Tech, or other relevant departments.

• Identify recurring technical and customer issues and report them internally.

• Follow internal procedures, security protocols, and escalation processes.

Requirements

• Previous experience working for a prop firm.

• Previous experience in Customer Support.

• Strong knowledge of trading and funded trading challenges.

• Experience using professional customer service/ticketing software.

• Experience handling live chat, email, and multiple simultaneous customer conversations.

• Excellent written and spoken English.

• Excellent attention to detail.

• Strong troubleshooting and problem-solving skills.

• Ability to work independently in a fast-paced remote environment.

• High level of reliability and discretion when handling customer and account information.

• Availability to work rotating shifts, including weekend coverage.

Additional Skills

• Knowledge of funded trading challenges, payout processes, trading-rule violations, and account breaches.

• Familiarity with MT5.

• Additional languages are a plus.

Position

• Fully remote

• International team

• Rotating shifts, including weekends