Job Title: Customer Experience Specialist

Job Description:
We are seeking a proactive and empathetic Customer Experience Specialist to join our growing digital team. This role requires a passion for helping others, exceptional communication skills, and the ability to manage customer interactions across multiple platforms. You’ll be the frontline ambassador for our brand, ensuring a seamless and positive experience for every community member.

Key Responsibilities:

• Respond to customer inquiries via intercom, email, and other channels with professionalism, empathy, and clarity

• Deliver accurate product information, troubleshoot technical issues, and resolve customer concerns in a timely manner

• Escalate complex issues to appropriate internal teams while maintaining visibility with the customer

• Support the growth and engagement of our online community by addressing member feedback and questions

• Stay informed about Deep Pockets’ products, tools, and features to provide expert guidance

• Monitor customer feedback trends to recommend improvements to product offerings, community experience, or internal workflows

• Contribute to a customer-first culture by collaborating with internal teams and promoting high service standards

Required Qualifications:

• 3–5 years of experience in customer support, ideally within tech startups, education platforms, or membership-based communities

• Hands-on experience with Intercom or similar platforms (Zendesk, Freshdesk, etc.)

• Strong communication skills (both written and verbal) with a calm, solution-oriented mindset

• Excellent attention to detail and organizational skills

• Able to handle sensitive or escalated situations with tact and empathy

• Passionate about enhancing user experiences and building community trust

Preferred Experience:

• Background in financial education, Forex/Crypto trading, or digital learning platforms

• Prior involvement in community support or online forums

• Comfortable working flexible hours and across time zones

• Ability to adapt from remote to hybrid work setups (locations: NY, CT, London, Dubai)