Customer Support Specialist, New Accounts

The Opportunity

We are hiring a Customer Support Specialist to own new member onboarding. You will be the person members reach when they hit friction joining the Exchange, and the person the rest of the Customer Support team turns to for onboarding questions. Most of this work happens live. Members verify their identity, clear eligibility, and fund their accounts in moments that are often time sensitive, and you will stay calm and precise when a member is anxious about their money and the clock at the same time. You will also support the team's day to day customer support work. As a CFTC regulated exchange, onboarding a new member is both a customer experience and a compliance step, and this role sits right at the intersection. You will work closely with Customer Support, Compliance, and Operations to resolve member issues quickly and correctly.

Professional Experience

• Customer support, onboarding, or account setup experience, ideally in financial services, fintech, gaming, or another regulated environment
• Resolving customer questions and issues across verification, account setup, and funding
• Familiarity with identity verification and KYC tools, and with compliance or eligibility verification platforms
• Comfort helping customers through payment and funding steps, including deposits and withdrawals
• Clear, patient communication with customers across live chat, email, and ticketing, including with members who are frustrated or under time pressure

Qualifications

• 2+ years in customer support, onboarding, or a customer facing operations role, with the range of a strong generalist and the appetite to go deep on a specialty
• Strong written communication and a customer first, patient approach
• Learns new tools quickly and works comfortably across verification, compliance, and payment tools
• Strong attention to detail and care handling sensitive customer information
• Steady judgment and a calm, customer first manner when money and timing are both on the line
• Sound instincts for when something is routine friction versus a compliance issue that needs review
• Ability to work across Customer Support, Compliance, and Operations
• Willingness to support coverage that may include some evenings, weekends, or holidays as the Exchange scales
• Preferred: experience at an exchange, brokerage, prediction market, sportsbook, or trading platform
• Preferred: experience with identity verification, compliance, or customer support platforms
• Preferred: familiarity with payment and account funding platforms

Position Responsibilities

• Own new member onboarding and serve as the team's point of expertise for onboarding questions
• Respond to and resolve member questions and issues with identity verification
• Assist members with eligibility and compliance check issues that come through support
• Help members fund their accounts and resolve deposit or funding questions
• Track and follow up on open support requests through resolution
• Recognize compliance red flags and escalate them, while resolving routine friction yourself
• Respond to day to day customer support tickets and member inquiries within service level expectations
• Maintain accurate and auditable records of member interactions
• Contribute to the knowledge base and self service resources for onboarding and account topics
• Partner with the Customer Support team to improve the new member experience