thorbylorbar

Lead support team delivering exceptional customer service to 4000+ active prop traders, maintaining 95%+ satisfaction ratings across Discord, Intercom, and email channels. Investigate complex cases involving login failures, dashboard errors, KYC and identity verification issues using Sumsub, and trade execution concerns. Analyze trader activity logs and backend data to identify root causes of recurring technical issues. Facilitate communication between support teams, management, compliance, operations, and technology departments to address issues promptly. Implement workflow improvements to reduce average response times by 40% and improved first-contact resolution rates.

Served as primary point of contact for traders, providing timely assistance on trading platforms, account management, and technical issues. Handled 50+ daily inquiries via Discord, Intercom, and live chat, achieving 92% CSAT score through empathetic communication and thorough problem resolution. Collaborated with cross-functional teams via Slack and Jira to promptly address trader issues and facilitate swift solutions. Created and maintained documentation for common technical issues, expanding knowledge base for self-service support. Educated traders on platform rules, evaluation requirements, risk management protocols, and funding processes.

Provided multi-channel support (Discord, Intercom, live chat) for traders navigating evaluation programs and funded accounts. Administered Discord community of 50,000+ members, ensuring timely responses, efficient inquiry resolution, and community guideline compliance. Addressed trader inquiries about complex trading concepts, platform functionality, and evaluation criteria with clarity and patience. Coordinated seamlessly between traders and internal teams (Operations, Compliance, Risk Management) to deliver exceptional customer service. Monitored trader feedback trends and compiled reports for management to inform platform improvements and strategic decisions.

Developed advanced reporting systems providing insights into insurance claim trends, supporting data-driven decision-making and strategic planning. Conducted sensitivity analyses on pricing models and insurance reserves to improve accuracy of risk assessments. Collaborated with senior actuaries on projects, ensuring timely completion of deliverables and successful achievement of milestones. Maintained data accuracy and integrity through thorough reviews, reducing operational risks and maintaining precise inventory levels.