Customer Experience Executive
Summary
Handle complex customer support cases for an online trading platform, resolving escalated issues in Spanish and English via Slack and Intercom, while providing feedback to improve AI-driven support systems.
Support at Deriv doesn't mean answering easy questions. It means handling the cases AI couldn't close—and doing it well enough that the trader stays.
Deriv has served over 2.5 million traders across 25 years of online trading. Today, AI handles the majority of customer enquiries autonomously. Routine questions, account lookups, standard resolutions: the system closes them without human involvement.
What it can't close reaches you. A disputed withdrawal. A platform question without a clean answer. A frustrated client who needs clarity, not a script. You work in Spanish and English through a Slack-based system, and you're expected to resolve issues at first contact where possible. Performance is visible—daily scoring, direct feedback, explicit standards. That's not pressure for its own sake. It's how you know where you stand.
Why This Matters
When you're serving millions of traders around the clock, across time zones and languages, support that sleeps is support that fails. AI already handles 65%+ of customer enquiries autonomously—with genuine judgment about when to act, when to escalate, and when a person matters more.
The cases that reach you aren't leftovers. They're the ones that require a real person making a real call. When a trader's withdrawal is stuck and their trust is on the line, the quality of your response is the product. Getting it right matters to them, and it matters to Deriv's mission: Trading for Anyone, Anywhere, Anytime.
Why Deriv
We're in production, not planning.
- 65%+ of customer enquiries resolved entirely by AI—with genuine judgment, not decision trees
- Multi-agent systems handling millions of interactions with full context handoff and logging
- 400+ internal users on our workflow orchestration platform
- You'll join a customer support system that's already working—and help extend it.
We share what we learn.
- Deriv (derivai.substack.com) is where we write about what we're shipping, what breaks, and what we figured out the hard way.
Your observations matter.
- When you spot a pattern in what the AI gets wrong, that feedback reaches the product team. A gap in its knowledge, a routing error, a case type it keeps mishandling: what you notice influences what gets fixed. That's part of the job from day one.
What You’ll Do
Resolve escalated queries with accuracy and at pace.
- Work through the Slack and Intercom system, in Spanish and English
- Handle the cases AI couldn't close: disputes, payment questions, platform issues, edge cases
- Aim to close issues in a single interaction—re-opens are tracked and taken seriously
Own the feedback loop.
- Daily scoring gives you a clear picture of your work—use it
- When you spot a recurring gap in what AI handles, document it and raise it
- Patterns in escalations, misrouted queries, knowledge gaps: your observations reach the product team
Learn by doing, with support from people who've done this at scale.
- You'll be paired with experienced team members from day one
- Feedback is direct, specific, and frequent—not saved for quarterly reviews
- The goal is increasing independence over time, built on a foundation of good judgment
Who You Are
- Your written Spanish and English are strong. Both. This is a written-channel role. The quality of your communication is the product. If one language is significantly weaker than the other, this role won't work.
- You've worked with AI tools and you're curious about how they work. You've experimented with GPTs, built a simple automation, or used AI to solve a real problem—in your studies, a project, or anywhere. You're not just aware of these tools. You've used them.
- You stay composed when things are hard. When a client is frustrated or a situation doesn't have a clean answer, you don't fold. You've been in high-pressure situations before and you know how to hold your ground.
- You give clear answers, even uncomfortable ones. You don't soften a 'no' into confusion or pass a problem along to avoid a difficult conversation. You're direct and fair.
- You take work seriously and finish what you start. Whatever you've done before—a degree, a part-time job, an internship—you showed up properly. We care that you can learn, think, and keep developing.
- You have a degree or equivalent. The field doesn't matter.
The Honest Reality
This role has a high bar. Performance is scored daily. Feedback is specific. The quality standard is explicit and enforced—not because the team is harsh, but because the traders on the other end deserve consistent, accurate answers.
The cases you handle are the ones the AI couldn't resolve. Some will be straightforward; some won't. There will be days when the right answer is one the client doesn't want to hear, and you'll have to deliver it clearly and fairly.
If you want a support role where the queries are easy and the feedback is infrequent, this isn't it. If you want to handle cases that require judgment, work inside a system that's actively being built, and know exactly how you're doing—we'd like to hear from you.