Performance objectives

Objective 1 –  Deliver exceptional customer experience
Own this outcome end to end, translating it into clear priorities, coordinated execution, and measurable results.

Typical tasks:

• Respond to customer inquiries across Intercom tickets, Discord, and email.
• Review and resolve customer issues end to end.
• Tailor tone and approach to each customer’s situation without sacrificing accuracy.

Success looks like
Customers receive accurate, professional, and empathetic support with high satisfaction.

Objective 2 –  Maintain operational excellence
Own this outcome end to end, translating it into clear priorities, coordinated execution, and measurable results.

Typical tasks:

• Prioritize incoming tickets and follow established workflows.
• Document cases and keep customer records up to date.
• Escalate issues to the right team when they fall outside scope.

Success looks like
SLAs are consistently met while maintaining quality and minimizing escalations.

Objective 3 –  Ensure information accuracy
Own this outcome end to end, translating it into clear priorities, coordinated execution, and measurable results.

Typical tasks:

• Verify offers, promo codes, and loyalty program submissions before responding.
• Stay current on firm rules, payout information, and policies.
• Keep FAQs and internal documentation accurate and current.

Success looks like
Customers receive consistent and up-to-date information regarding firms, promotions, loyalty rewards, and platform features.

Objective 4 –  Support continuous improvement
Own this outcome end to end, translating it into clear priorities, coordinated execution, and measurable results.

Typical tasks:

• Report bugs and flag recurring issues to Product and Development.
• Suggest workflow improvements based on patterns you notice.
• Contribute to knowledge base updates and AI training data.

Success looks like
Customer feedback drives product and process improvements.

Requirements

Must have

• Minimum 2 years of customer support or other client-facing experience, ideally in a remote, high-volume environment.
• Strong written communication: able to explain things clearly and empathetically to non-technical customers.
• Hands-on experience with Intercom or a similar helpdesk/ticketing platform.
• High attention to detail: comfortable verifying specifics (promo codes, payout terms, policy language) before responding.
• Strong time management, with the discipline to hit response-time and handling-time targets without cutting corners on quality.
• Comfortable investigating and troubleshooting an issue independently before escalating it.
• Professional, accountable, and collaborative: works well across teams without needing heavy oversight.
• Available to work CET-aligned hours in a fully remote, async-first environment.

Nice to have

• Familiarity with proprietary trading firms or the prop trading industry.
• Experience using AI-assisted support tools (e.g., Intercom Fin AI or similar) –  kept here as a nice-to-have rather than dropped entirely, since it’s still worth listing as a plus.
• Experience managing or responding to public reviews (e.g., Trustpilot).
• Background in fintech, SaaS, or another fast-paced digital consumer platform.

Compensation

• up to $800 – $1,300 USD / month gross

Location & work setup

•  Remote, worldwide, with strong overlap with CET hours.
•  Employment type: Full-time.

Hiring stages
We keep our process simple, transparent, and respectful of your time. Here’s what to expect:

1. Application screening
   We carefully review all applications to identify candidates whose background aligns with the role’s requirements. You’ll receive a timely and transparent update on your application status.
2. Video intro + role fit questionnaire
   A short async step –  no scheduling required. You’ll record a brief video introduction and complete a written questionnaire, helping us understand your background and fit without either side committing to a live call upfront.
3. Discovery HR Interview
   A conversation with our HR team focused on company and culture match –  how PFM works, what remote ownership looks like day to day, and what success in this role looks like.
4. Real-world task
   A short, scoped exercise based on real PFM support scenarios, giving both sides a realistic view of the work before committing further.
5. Professional interview
   A conversation with the Head of Customer Experience focused on your support experience, problem-solving approach, and how you handle real user situations –  including firm-comparison neutrality and integrity judgment calls.
6. Peer & values conversation
   A conversation with a peer from across the team focused on values, culture, and how you work best. You’ll have plenty of space to ask questions and get a real feel for life at PFM.

If there’s a strong mutual match, we start with an informal conversation to align on expectations, then follow up with a formal written offer. Full transparency throughout, and time for you to make an informed decision.
To keep things fully transparent and mutually fair, we complete a reference check before the formal offer is extended. No surprises – just part of how we make careful, informed decisions on both sides.

Before applying take into account that:
If you don’t meet every single qualification but believe you can excel in the role based on what it requires –  we encourage you to apply.
We are an equal opportunity employer and welcome applicants from all backgrounds, experiences, and perspectives.
Even if it’s not listed as a formal requirement, we truly value candidates who have clear familiarity with the prop trading industry and us, our mission and what we do.

APPLY NOW