Customer Experience Executive

About the role

Deriv is looking for a Customer Experience Executive to handle the most complex support cases that AI cannot resolve. You will work in both Spanish and English, using a Slack‑based workflow and Intercom to ensure traders receive accurate, timely assistance.

Key responsibilities

• Resolve escalated queries such as disputed withdrawals, payment issues, and platform edge cases.
• Aim to close each issue in a single interaction while tracking re‑opens.
• Maintain daily performance scores and use feedback to improve personal outcomes.
• Document recurring AI gaps, misrouted queries, and knowledge deficiencies for the product team.
• Collaborate with experienced teammates from day one and contribute to continuous process improvement.

Required profile

• Fluent in both Spanish and English.
• Strong judgment and ability to make decisions without relying on scripts.
• Comfortable working in a fast‑paced, data‑driven environment.

Required skills

• Slack
• Intercom

What we offer

• Opportunity to influence AI product development through direct feedback.
• Work within a mature, AI‑augmented support system handling millions of traders.
• Transparent performance metrics and frequent, specific feedback.