Customer Experience Associate (Prediction Markets)

Quick Facts

• First line of support for a Prediction Markets support desk
• Help users understand event contracts and resolve account/trading issues
• In-person role in Westlake, TX (at least 3 days per week)
• Shifts include Sun–Wed and Wed–Sat windows with evening coverage

Description

You will be the first line of support for a fast-moving, high-volume Prediction Markets trading experience. Help customers understand how event contracts are priced, traded, settled, and paid out, while resolving account and transaction issues. You’ll also help build the desk’s knowledge base and support procedures as the product grows.

Responsibilities

• Support customers across chat, email, and phone
• Respond quickly and accurately with empathy
• Explain event contracts in plain language, including pricing, trading, settlement, and payouts
• Resolve account and trading issues by investigating orders, positions, funding, settlement, and payouts; escalate when needed with detailed notes
• Stay calm during live-event spikes and de-escalate customer concerns
• Collaborate on escalations and feedback; route complex or compliance-sensitive issues to internal partners with complete documentation

Requirements

• 1–2+ years of experience in customer support, customer operations, or a related role (fintech/brokerage/crypto/trading/regulated environment preferred)
• Strong written and verbal communication skills; ability to simplify complex financial concepts
• Sound judgment when escalating complex cases
• Ability to learn and use internal tools quickly in a high-volume environment
• Flexible availability for evenings, weekends, and holidays
• Series 3 license preferred (or ability to obtain within 30 days)
• Ability to work in person in Westlake, TX at least 3 days per week

Benefits

• Performance-driven compensation with multipliers, bonus programs, and equity ownership
• 401(k) matching
• 100% paid health insurance for employees; 90% coverage for dependents
• Access to AI tools and continuous AI skill-building
• Lifestyle wallet (flexible benefits spending account)
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits
• Time off: company holidays, paid time off, sick time, parental leave, and more
• Exceptional office experience with catered meals, events, and comfortable workspaces