Customer Experience Specialist

About the company

The company is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," the company aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future.

We're growing fast, both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire.

About the Role

The CX team at the company is small, and the work is real. When a major market resolves, when a news event sends volume spiking, or when a user can't access their funds, this team is the first line of response. You won't be reading from a script. You'll be making judgment calls, writing clearly under pressure, and working directly with policy and product to surface what's actually happening on the platform.

This hire matters because the company is growing fast and the complexity of user issues is growing with it. Prediction markets are not a familiar product for most people, and crypto adds another layer. Users come in with high expectations and, sometimes, real money on the line. The person in this role needs to handle that seriously, communicate with precision, and know when to escalate and when to resolve.

You'll be working across chat, email, and social channels, often during high-stakes moments when markets are resolving and queues are full. The job requires genuine curiosity about how markets work, a tolerance for ambiguity, and the ability to write a clear, accurate response on the first try.

What You'll Do

• Resolve user support tickets across chat, email, and social channels, handling everything from account issues to questions about how specific markets work.

• Investigate disputed market resolutions, gather the relevant context, and escalate edge cases to the policy team with a clear summary of the issue.

• Track recurring user issues, identify patterns, and write up findings in a format the product team can actually use.

• Draft and update help center articles based on questions that keep coming in, making complex topics accessible without dumbing them down.

• Monitor CX queues during high-volume events, coordinate coverage with teammates, and flag when incoming volume or issue types require escalation.

• Work cross-functionally with policy, product, and operations to close the loop on issues that fall outside standard support flows.

What We're Looking For

• 2+ years of experience in a customer-facing support role, ideally in a high-volume or fast-moving environment.

• Strong written communication skills, specifically the ability to write clear, accurate, and empathetic responses quickly and without heavy editing.

• Comfort operating in ambiguous situations where the right answer isn't always documented and you have to use judgment.

• Ability to learn unfamiliar technical concepts quickly, including how prediction markets resolve and how crypto transactions work.

• (Plus) Prior experience at a crypto or fintech company, with working knowledge of wallets, transactions, or trading products.

• (Plus) Hands-on experience with Zendesk, Intercom, or a comparable support platform.

• (Plus) Genuine interest in markets, current events, or forecasting, the kind that means you already understand why someone would care about a prediction market.

Benefits

• Competitive salary & equity

• Unlimited PTO

• Full Health, Vision, & Dental coverage

• 401k match

• Hardware setup: new MacBook Pro, big display, & accessories