Customer Support Specialist

About Us Instant Funding is an upcoming fintech company transforming the world of proprietary trading. Since our launch in 2021, we've become one of the fastest-growing firms in the industry—trusted by over 50,000 traders across the globe. We empower skilled traders by providing access to virtual capital, enabling them to trade the markets and earn a share of the profits. Our innovative funding models include traditional evaluation challenges and our flagship Instant Funding approach, which we pioneered to offer unmatched flexibility, scalability, and freedom. At our core is a global community of ambitious traders who share a belief that trading should reward skill—not unnecessary hurdles. As we continue to reshape the trading landscape, we’re looking for passionate individuals to join us in building the future of fintech. The Role Instant Funding is building a new global support team to strengthen quality, speed, and customer experience for our rapidly growing FinTech platform. We are looking for high-performing support professionals who can handle complex inquiries, fast-moving environments, and multichannel communication (tickets, chat, community). Objectives of the Role · Deliver accurate, empathetic, and fast resolutions across chat, tickets, and Discord. · Follow detailed SOPs for trading rules, breaches, risk checks, and pay out eligibility. · Investigate issues using internal dashboards/tools and communicate clear outcomes to customers. · Collaborate closely with Tier 2 specialists on escalations. · Identify recurring customer issues and flag insights that can improve products, rules, and processes. · Maintain high-quality standards, compliance adherence, and consistent SLA performance. Qualifications/Skills Desired · 2+ years of experience in SaaS, FinTech, or high-volume technical support. · Excellent written and verbal English, and the ability to simplify complex issues for customers. · Strong attention to detail, especially when working with compliance and checks. · Ownership mindset: reliable, consistent, proactive. · Comfortable working rotational 24/7 shifts in a global team. · Experience with Zendesk, Freshdesk, Intercom, or similar tools is a plus. · Experience handling customer queries in public or semi-public community channels (e.g., forums, chat communities, Discord, Telegram) is a plus. · Comfortable working in a fast-moving, high-growth start-up environment where priorities shift quickly and ownership is expected. Education A bachelor’s degree is preferred, but strong communication skills and relevant customer service experience are essential. Skills · Excellent written and verbal English (clear, concise, customer-friendly communication)· Strong analytical ability · High attention to detail when following SOPs and validating customer information · Ability to multitask across tickets, live chat, and community channels · Comfortable using support platforms (Zendesk, Freshdesk, Intercom, or similar)· Problem-solving mindset with the ability to make sound, objective decisions · Ability to stay composed when handling frustrated customers · Ownership and accountability for outcomes, not just responses · Adaptable in a high-growth, fast-moving start-up environment Why Join Us? At Instant Funding, we’re building something exciting—and we want you to be part of it. You’ll be joining a supportive team that values: Innovation – We’re always looking for better ways to do things. Accountability – We take ownership and pride in our work. Impact - Every role here matters, and your work will help shape our future. You will be fully remote and w e trust you to manage your week and stay responsible.