Customer Success / Support Operations Specialist for Trading Platform
Budget: $750 – $1,500 SGD
We are preparing to launch a funded trading platform and are looking for someone with real experience in customer support, client success, or community operations in trading, brokerage, prop firm, or fintech environments.
This role is NOT for a generic chatbot builder or standard VA. We need someone who understands how to support users in a trading-related product where issues can involve account rules, failed evaluations, payouts, refunds, complaints, and escalations.
You should be comfortable helping us design and improve a support operation that combines:
- Help desk workflows
- Human escalation processes
- Knowledge base / SOP creation
- Community handling
- Support quality control
WHAT YOU'LL HELP WITH:
- Build support workflows for common client issues
- Create SOPs, macros, templates, and FAQ material
- Define what can be handled by automation vs human agents
- Help manage complaints and escalations professionally
- Support community channels such as Discord or similar platforms
- Improve response handling for trust-sensitive issues
IDEAL BACKGROUND:
- Experience in prop firms, brokers, exchanges, trading education, or fintech support
- Strong understanding of client complaints in trading products
- Experience with payouts, account issues, verification questions, rule disputes, or refund handling
- Familiarity with support tools like Zendesk, Intercom, Freshdesk, HubSpot, or similar
- Able to think operationally — not just reply to tickets, but build systems around them
- Discord moderation or community management experience is a strong plus
WHEN APPLYING, PLEASE INCLUDE:
1. Your relevant experience in trading / fintech / broker support
2. Examples of similar support systems or SOPs you have built
3. The types of user issues you handled (be specific)
4. How you would structure escalation tiers: AI -> frontline support -> senior review
5. Any Discord or community moderation experience
This role is NOT for a generic chatbot builder or standard VA. We need someone who understands how to support users in a trading-related product where issues can involve account rules, failed evaluations, payouts, refunds, complaints, and escalations.
You should be comfortable helping us design and improve a support operation that combines:
- Help desk workflows
- Human escalation processes
- Knowledge base / SOP creation
- Community handling
- Support quality control
WHAT YOU'LL HELP WITH:
- Build support workflows for common client issues
- Create SOPs, macros, templates, and FAQ material
- Define what can be handled by automation vs human agents
- Help manage complaints and escalations professionally
- Support community channels such as Discord or similar platforms
- Improve response handling for trust-sensitive issues
IDEAL BACKGROUND:
- Experience in prop firms, brokers, exchanges, trading education, or fintech support
- Strong understanding of client complaints in trading products
- Experience with payouts, account issues, verification questions, rule disputes, or refund handling
- Familiarity with support tools like Zendesk, Intercom, Freshdesk, HubSpot, or similar
- Able to think operationally — not just reply to tickets, but build systems around them
- Discord moderation or community management experience is a strong plus
WHEN APPLYING, PLEASE INCLUDE:
1. Your relevant experience in trading / fintech / broker support
2. Examples of similar support systems or SOPs you have built
3. The types of user issues you handled (be specific)
4. How you would structure escalation tiers: AI -> frontline support -> senior review
5. Any Discord or community moderation experience