Live Chat Support Specialist

About This Role

We’re hiring Live Chat Support Specialists to handle real-time customer support through our Intercom live chat widget. You’ll be the first point of contact for traders who have questions about their accounts, challenges, payouts, platform issues, and everything in between.

This role demands speed, accuracy, and empathy. Traders reaching out via live chat expect fast, knowledgeable responses — not scripted replies that miss the point. You need to understand how prop firms work, what a challenge lifecycle looks like, why a trader might be frustrated about a rule violation, and how to explain complex policies in plain language.

We’re specifically seeking people who have provided live chat support at other prop firms or trading platforms using Intercom or similar tools (Zendesk Chat, Freshchat, Crisp, LiveChat). If you’ve handled payout queries, account verifications, challenge resets, and rule explanations at a funded trading platform before — you’re ahead of everyone else.

Responsibilities

• Manage the Intercom live chat queue — respond to incoming support requests within 2 minutes during your shift
• Resolve customer queries related to trading challenges, account status, payout processing, rule explanations, and platform functionality
• Troubleshoot basic technical issues (login problems, dashboard errors, connection issues) and escalate complex bugs to the dev team with detailed reproduction steps
• Handle sensitive conversations around failed challenges, rule violations, and account restrictions with professionalism and empathy
• Process and track support tickets from chat to resolution — ensure nothing falls through the cracks
• Build and maintain canned responses, macros, and help articles in Intercom to improve response speed and consistency
• Tag, categorise, and document recurring issues to identify product improvements and inform the ops team
• Coordinate with the operations and dev teams on escalated issues, providing clear context and urgency levels
• Maintain a customer satisfaction score (CSAT) target and proactively work to improve it
• Cover shift-based hours to ensure live chat is staffed during peak trading periods

Requirements

• Fluent in English — writtencommunication must be clear, professional, and typo-free (non-negotiable)
• Previous experienceproviding live chat support in a crypto, DeFi, or prop firm environment — youneed to understand the product space, not just the support tools
• Hands-on experience with Intercom or a comparable live chat platform (Zendesk Chat, Freshchat, Crisp, Tawk.to, LiveChat)
• Strong understanding of howprop firms and funded trading challenges work — challenge phases, profittargets, drawdown rules, payout cycles, and account lifecycle
• Ability to explain complextrading rules and policies in simple, non-technical language
• Comfortable handlingfrustrated or upset customers — you stay calm, empathetic, andsolution-oriented
• Fast and accurate typing —live chat demands speed without sacrificing quality
• Available for shift-basedscheduling — trading happens 24/7 and support needs to match
• Reliable internetconnection and a quiet working environment — this is a real-time role with noroom for disconnects

Nice to Have

• Direct experience supporting customers at a prop firm or funded account platform (FTMO, MyForexFunds, The5ers, TopStep, or similar)
• Experience with Intercomspecifically — including workflows, macros, custom bots, and reporting
• Knowledge of Solana, DeFi, and crypto wallets — our platform is Solana-native and support queries will reflect that
• Experience creating helpcentre articles, knowledge base content, or FAQ documentation
• Multilingual capabilities —especially Spanish, Portuguese, Turkish, Arabic, or Bahasa
• Experience with supportmetrics: first response time, resolution time, CSAT, ticket volume analysis
• Background in trading orpersonal experience with funded account challenges

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