Seasonal - Customer Experience Associate

ProphetX•New York, NY

3d•Remote

About The Position

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.

Requirements

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

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.