At Phidias Prop Firm, I resolved live client inquiries about evaluation rules, trailing drawdown limits, billing, and payouts in clear US English.
I guided clients through setup and data feed issues across Rithmic, Tradovate, and TradingView, and moderated community channels during peak US market hours.
When account or billing bugs needed deeper investigation, I triaged them to senior staff with structured ticket summaries. I also de-escalated frustrated users and enforced server guidelines.
I wrote 10 customer support response templates for SaaS, fintech, and e-commerce scenarios, and built structured logs in Google Sheets and Obsidian to track performance metrics and standardize daily SOPs.
