Mercy Musenya Mutie
Nairobi
Summary
Dynamic Customer Support Specialist and Assistant Risk Analyst with 3+ years in fintech and trading communities. Currently supporting over 120,000 users on Discord for Seacrest Funded, with 11,000+ direct client interactions through platforms like Intercom. Crypto-native, highly engaged in trading currencies, indices, and crypto. Passionate about simplifying complex technical policies and offering outstanding customer service. Seeking to bring my energy, adaptability, and market expertise to Polymarket's EU timezone team.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Support Representative & Assistant Risk Analyst
Seacrest Funded
03.2022 - Current
- Company Overview: Seacrest Funded discord server invite link : https://discord.gg/3Aw7E2RZ
- - Manage client inquiries via Intercom and Discord, responding to over 11,000 support tickets.
- - Serve as a Discord Staff member for a 120,000+ member community. Promoted from Moderator.
- - Address live trading concerns, account issues, policy explanations, and payout disputes.
- - Monitor for suspicious activity and flag malicious trading behavior.
- - Translate complex trading policies into simple terms, improving understanding and compliance.
- - Collaborated with internal support and risk teams to streamline processes and ensure regulatory alignment.
Education
Bachelor - Business Information Technology
Skills
- - Discord Community Moderation (120k Members)
- - Customer Support (Intercom, Discord, Chat)
- - Crypto & Financial Market Savvy (Forex, Indices, Crypto)
- - Risk Analysis & Trading Behavior Audits
- - Web3 & DeFi Literacy
- - Policy Simplification & Client Education
- - Live Chat & Email Support
- - Conflict Resolution & Escalation Handling
- - Flexible, Weekend & Off-Hour Availability
- - Intercom (Inbox, Chat, Knowledge Base)
- - Discord (Moderator/Staff Functions)
- - Telegram (Community Communication)
- - Microsoft Office & Google Workspace
Certification
- - Self-taught Technical and Fundamental Analyst
- - Following economic news and market trends
- - Learning about DAOs, DeFi, and Web3 ecosystems
Availability
- EU Timezone Coverage
- Open to weekend, evening, and flexible shifts
Timeline
Customer Support Representative & Assistant Risk Analyst
Seacrest Funded
03.2022 - Current
Bachelor - Business Information Technology
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