• Respond to customer inquiries through intercom, email, and other platforms with empathy, clarity and efficiency.
• Provide accurate product information, troubleshoot issues, and ensure timely resolution to all concerns.
• Track and escalate technical issues to the appropriate team members as needed.
• Support community management efforts by helping members with questions, feedback, and challenges.
• Maintain up-to-date knowledge of all Deep Pockets offerings, systems, and community features.
• Identify trends in customer feedback to suggest improvements to the product, experience, or internal processes.
• Contribute to a positive, proactive, and customer-first culture within the support team.

Skills

REQUIRED SKILLS:

• Location: Must live in or be willing to relocate to NY, CT, London, or Dubai.
• Work Setup: Must be comfortable starting in a remote role and transitioning to hybrid in the future.
• Experience: 
• Minimum 3-5 years in a customer support role.
• Intercom experience required (or similar platforms like Zendesk, Freshdesk, etc.).
• Experience with community engagement or online forums is a plus.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to stay calm under pressure and provide consistent, courteous service.
• A passion for helping people and genuine desire to improve the customer experience.

SKILLS:

• Familiarity with financial education, tech startups, or membership-based communities.
• Multi-timezone awareness and ability to work flexible hours if needed.
• Experience handling sensitive or escalated customer situations. 
• Experience supporting online communities or digital education platforms.
• Forex/Crypto trading knowledge is a plus