Trader support that knows the product.
Agents trained on prop firm mechanics — phases, drawdown disputes, payout timelines, KYC edge cases — working your tone, your policies and your ticketing, across the hours your traders actually trade.
Generic outsourcing fails prop firms.
Traders are always on
Sessions run around the clock, and a payout question sitting unanswered for twelve hours becomes a public complaint.
Product knowledge gap
An outsourced agent who doesn't understand trailing drawdown escalates everything, so you've added a layer rather than capacity.
Tone damages trust
Support that reads as a script, on a topic as sensitive as somebody's payout, costs you the relationship.
An extension of your team.
Prop-trained agents
Onboarded on prop mechanics generally and on your programs specifically before taking a ticket.
Timezone coverage
24/5 as standard, 24/7 available, staffed to your actual ticket distribution.
Your stack
Agents work inside your helpdesk and CRM, so tickets and history stay in your systems.
Escalation discipline
Clear boundaries on what support resolves and what reaches your team, agreed up front.
Ticket intelligence
Weekly themes report: the product and rule issues generating volume, not just SLA numbers.
Scale with cohorts
Add coverage for a launch or campaign spike and scale back after, without hiring cycles.
What's included
Standard on every firm running on the platform. No add-on tier, no per-seat unlock.
- 01Live chat, email and ticket coverage
- 02Trained on your programs and rules
- 03Your tone of voice and escalation policy
- 04Works inside your CRM and helpdesk
- 05Weekly themes report from ticket data
- 06CSAT reported back to you weekly
Questions operators ask
Cover one shift and see.
Start with the hours that hurt most and expand once the quality is proven.