Job Overview

This role requires working in a compliance-focused setting where communication accuracy is critical. The client uses Intercom as their support system with AI chat capabilities, and agents will handle escalations along with direct customer contact through various 

Client Overview

Our client is a startup forex and CFD brokerage operating in a highly regulated financial environment with clients worldwide. They are scaling quickly and need customer support agents to handle client inquiries across multiple channels.

Schedule

• 24/7 coverage is required across three shifts to support global clients. Specific shift times are to be determined based on candidate location and business needs.

Independent Contractor Perks:

• Health Insurance Coverage for eligible locations
• Permanent work-from-home
• Immediate hiring

Responsibilities

• Handle customer support escalations from AI chat when clients request to speak with a human agent
• Manage live chat, email, and voice support inquiries from clients globally.
• Provide accurate information to customers within a regulated financial services environment
• Collaborate with the leadership team on complex or regulatory-related customer issues
• Maintain professionalism and compliance standards in all customer communications
• Work independently while adhering to company guidelines and regulatory requirements
• Participate in training on licensing requirements and regulatory compliance as provided by the company

Requirements

• 3+ years of experience customer support with demonstrated independence
• Strong communication skills, particularly phone and voice support capabilities
• Previous experience in regulated environments such as banking, finance, credit, or similar industries is strongly preferred
• Understanding of the importance of accuracy and compliance in customer-facing communications
• Ability to adapt quickly to regulatory environments and learn complex product information
• Experience with customer support platforms (Intercom experience is a plus)
• Comfortable handling multiple communication channels: live chat, email, and voice
• Ability to work flexible hours, including nights, weekends, or non-standard shifts to provide 24/7 coverage
• Willingness to commit to consistent scheduling as part of a shift-based support team

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.